We are looking for a motivated Technical Support Specialist to join our swarm at Hornetsecurity in Malta for 40 hours/week to start immediately or as soon as possible!
Tasks
- You will diagnose and resolve our corporate clients' technical issues over the phone, email and online chat in the areas of system configurations, product functionality and bugs/enhancements.
- You create support tickets and process them to final resolution.
- You build personal customer relationships and focus on offering an awesome customer experience.
- You remain alert to messages from the incident notification system and inform the response team when incidents arise.
- You are responsible for the initial assessment of reported incidents to assign the most appropriate priority level to new tickets.
- You escalate issues and tickets so that they may be considered for immediate action, based on possible impact or SLA.
- You convey customer feedback to product development staff.
- You interact with other teams to provide comprehensive and high-quality support.
- You help in user education.
- You work in a 24/7 shift system with a great planning reliability. Depending on the shift there are attractive bonuses and compensation days.
Requirements
- You have a vocational education in information technology.
- You have experience in IT support.
- You have excellent logical, analytical and problem-solving skills.
- You have a very high level of English (both written and spoken).
- You are customer focused must have good people skills, be friendly and helpful.
- You have experience in troubleshooting Windows Server issues using inbuilt Windows applications such as the Event Log Viewer, netstat, or other.
- You have a good understanding of IP Networking and protocols such as SMTP, DNS and HTTP.
- You have had mail server / email flow exposure and have a clear understanding as well as experience of mail flow.
- You are a quick learner and self-starter.
Bonus skills (you get plus points):
- You have knowledge/experience with Hyper-V and/or VMware virtualization platforms.
- You have previous experience in network/system administration.
- You have a deep understanding of the Windows Server operating system (file system, registry, memory model, security model, process model).
- You have knowledge/experience with Microsoft VSS.
- You hold industry acknowledged certification of related technologies.
- You are conversant with Linux.
Benefits
- No dress code.
- Demand-oriented trainings.
- Free book policy.
- Fruit, tea, soft drinks & coffee.
- Pizza meetings.
- Team Events.
- Trust-based working time & Home-Office-option.
- Referral bonus.
- Modern equipped offices & workplaces.
- Flu Vaccinations.
- Be-active-bonus.
- Temporary exchange programs.
- Pension Plan & Medical Plan.
- Free Parking.
- Free overtime food.
- Reduced rates on various phone and internet plans.
- Foodie Fridays.
- Office movie nights.
- PlayStation & Games room.
Do you want to help us shape the future of Cyber Security? Apply now with your:
- CV (PDF) or LinkedIn profile.
- Earliest starting date.
- Salary expectation.