Ict Technical Support Specialist

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.
- 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
- Providing online-sales support
- 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 of 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
- Computer software development.
- 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.
- **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.

**Benefits**

Health & well-being
- Gym perks
- Loyalty Leave
- Wedding leave

Office
- Modern office
- Convenient building amenities
- Games room
- Fully stocked pantry

Flexibility & culture
- Hybrid work culture
- Monthly team lunches
- Celebrations (birthdays, work anniversaries, the big & little wins)
- Christmas parties
- Team-building events
- APAC Offsites

Perks & recognition
- Personal IT equipment
- Learning & growth (LinkedIn Learning)
- Referral program
- Recognition programs
- Long service awards

**Job Types**: Full-time, Permanent

Pay: $75,000.00 - $95,000.00 per year

**Benefits**:

- Gym membership
- Work from home

Supplementary Pay:

- Performance bonus

Application Question(s):

- Do you have Cybersecurity experience?
- How many years of experience do you have in technical support?

Work Authorisation:

- Australia (preferred)

Work Location: Hybrid remote in North Sydney NSW 2060