Resident Technical Support Engineer

<div><h3>Kaspersky has been protecting individuals and corporate clients all over the world from cyber threats for 26 years.</h3><h3>We have 400 million unique users, 270 000 corporate clients, 517 products, 1100 technological patents and 34 offices around the world.</h3><h3>Today our team has more than 4 500 top level experts, all of them regular people with their own talents and hobbies.</h3><h3>Together we protect the world from cyber threats.</h3><h3>Join us to become part of an exceptional team, while remaining yourself and using your skills to keep us growing and evolving.</h3><p>We are now looking for a<b>Resident Technical Support Engineer</b>who will be acting as a support contact for one of our MSA Enterprise Customers.</p><h3>Main Responsibilities:</h3><ul><li>Follow established guidelines or checklists to answer routine customer requests and suggest or promote alternative products or services;</li><li>Refer customers to published materials and secondary sources (i.e. support portal, forum) so that customer enquiries are answered accurately and promptly;</li><li>Follow established internal procedures, regulations and quality standards in order to provide high quality technical support and assistance regarding Company's products and services to partners’ engineers or B2B customers;</li><li>Professionally communicate with customers and partners in local and in English language to quickly respond to their calls, web cases, e‑mail and provide prompt resolution to ensure customer satisfaction;</li><li>Perform registration, classification and prioritization of phone and self‑service requests through given systems;</li><li>Manage customer inquiries, troubleshoot customer issues and using appropriate reference materials and internal knowledge documents, research what may be the root cause of a problem;</li><li>Escalate requests to higher support level groups according to the internal procedures;</li><li>Promptly notify line management of exceptional technical issues.</li></ul><p>This is not an exhaustive list of duties and the incumbent will be expected to perform different tasks as necessitated by his/her changing role within the organization and the overall business objectives of the organization.</p><h3>Required technical skills:</h3><p>Basic knowledge in:</p><ul><li>MS SharePoint</li><li>MS Teams</li><li>MS Exchange</li><li>MS SQL</li><li>Microsoft OS (Server 2008+ and Windows 7+) at a system administration level</li><li>Corporate networking infrastructures, including DNS, group policy, and AD structure etc.</li><li>Troubleshooting skills including the ability to analyze logs, traces, and dump files</li><li>Web and Messaging Systems</li><li>Virtualization environments (VMware, Hyper‑V, Citrix)</li><li>Security solutions (Firewalls/authentication/encryption/AV MS, etc.)</li><li>Experience with ticket systems as a plus</li></ul><h3>Education:</h3><p>Tertiary education in Information Technology, Information Systems or Computer Science field and/or industry certifications or similar/equivalent.</p><ul><li>CompTIA A+ or equivalent</li><li>CompTIA N+ or equivalent</li><li>CompTIA Server+ or equivalent</li><li>MCP: Windows Server and Windows Client Systems</li></ul><h3>Required personal characteristics:</h3><ul><li>Customer and service oriented thinking</li><li>Must be ready to improve own knowledge</li><li>Ready to do the extra mile for customers and partners</li><li>Ability to explain complex ideas in simple terms</li><li>Languages: Written and verbal English and Native language of the location</li></ul></div>#J-18808-Ljbffr