This range is provided by ESET Australia. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range:
A$75,000.00 / yr - A$95,000.00 / yr
Company Overview
ESET provides cutting-edge digital security to prevent attacks before they happen. By combining the power of AI and human expertise, ESET stays ahead of known and emerging cyberthreats — securing businesses, critical infrastructure, and individuals. Whether it’s endpoint, cloud or mobile protection, our AI-native, cloud-first solutions and services remain highly effective and easy to use. Driven by science, ESET technology includes robust detection and response, ultra-secure encryption, and multifactor authentication. With 24 / 7 real-time defense and strong local support, we keep users safe and businesses running without interruption. An ever-evolving digital landscape demands a progressive, evidence-based approach to security. ESET is committed to world-class scientific research and powerful threat intelligence, backed by R&D centers and a strong global partner network.
ESET's global headquarters are in Bratislava, Slovakia, supporting its worldwide operations. The Asia-Pacific (APAC) region is managed from ESET’s regional headquarters in Singapore, with local offices in Tokyo, Sydney, and the SAARC region and is represented by an extensive global partner network.
General Position Overview
ICT Technical Support Specialist at ESET, an industry leader and pioneer in the antivirus industry with its award-winning NOD32 technology. ICT Technical Support Specialist is responsible for actively supporting the ESET security products via reseller channel and working as the technical advisor and product advocate. ICT Technical Support Specialist must be able to establish and maintain relationships throughout the reseller channel sales cycle as well as to maintain and support high partner satisfaction ratings that meet company standards.
Responsibilities
* Developing long-term relationships with resellers and clients through managing and interpreting their requirements.
* Providing technical assistance and product education, and after-sales support and services to the reseller level, consumer, or business customers over the phone / email / ticketing system / online chat.
* Able to respond to functional and technical elements of RFIs (request for information).
* Representing the product to partners / customers.
* Provide technical ownership for the clients assigned to you.
* Undertake incident and problem management.
* Take on project work dependent on your skillset.
* Assisting the sales team with product delivery and quality assurance.
* Assisting resellers with problem-solving, system testing.
* Act as an escalation point for the sales team and technical sales procedural queries.
* Conducting remote support sessions.
* Present or conduct Product demonstrations, for customers or to the ESET Australia team, when required.
The above list is not exhaustive, and the role may change to meet the overall objectives of the company.
Fulfill other duties as required by management and other department personnel as requested / required.
Experience / Skills
* Minimum 2 years Technical experience in Australia.
* Experience and familiarity with antivirus and internet security products, including DLP, MDR and encryption products.
* Technical knowledge of ESET Product.
* Knowledge of Linux and Virtualization.
* Proficiency in troubleshooting Windows, macOS, and mobile device platforms.
* Familiarity with remote desktop tools, ticketing systems, and customer relationship management (CRM) software.
* Qualifications in Cyber security, systems engineering, computer networking.
Qualifications
* Bachelor in Cyber and Network Security (requirement).
* Qualification in Computer science; or
* Relevant certifications (e.g., CompTIA A+, Security+, CCNA) are a plus.
Language
* Fluent oral and written English is a necessity.
Communication
* Excellent communication skills, both verbal and written, with the ability to explain technical concepts in non-technical terms.
* Ability to communicate, negotiate and work effectively with a variety of internal and external stakeholders.
Personal Characteristics
* Personal integrity as well as multicultural and multiethnic tolerance and understanding.
* Well-spoken and professional.
* Professional approach.
* Ability to work under pressure.
* Organisational and time management skills.
* Excellent attention to detail.
* Confident manner.
* Positive approach to change.
* Customer service focused: committed to providing exceptional customer service across all channels – written, phone and face to face.
* Communication: the ability to communicate clearly and concisely, varying communication style depending upon the audience.
* Attention to detail: excellent attention to detail and written skills when communicating with others, both internally and externally.
* Commerciality: ability to apply knowledge in a practical, commercial manner.
* Teamwork: willingness to assist and support others as required and get on with team members.
* Time management / organisation: accomplish objectives effectively within time frame given, and carry out administrative duties within portfolio in an efficient and timely manner.
At ESET, diversity, equity, and inclusion (DEI) are integral to our corporate culture. We are a proud signatory and ambassador of the Diversity Charter.
* We believe in creating a respectful environment, where everyone feels valued and respected, welcoming applications from individuals of all backgrounds, including race, gender, age, religion, disability, and sexual orientation.
Join us in making a difference in the cybersecurity landscape. Apply today and be a vital part of our team!
Job Types: Full-time, Permanent
Pay: $75,000.00 – $95,000.00 per year
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
* Industries: Software Development, IT System Custom Software Development, and Computer and Network Security
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