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Technical Support Engineer Job at IObit


martino

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Technical Support Engineer Job at IObit

 

Support Engineer for IObit, within the IObit Malware Fighter System Protection Solutions Division, you will be responsible for supporting our entire licensed customer base through a variety of mediums.

 

Key Responsibilities:

- Provide proactive assistance to all IObit support groups

- Respond to overall escalation management and technical solutions when issues are reported to them

- Reviewing open issues on a daily basis, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues

- Ensure that all of the required files are gathered and available prior to escalating an issue to our IObit Malware Fighter team

- Establishing effective lines of communication with our IObit Malware Fighter team and management to ensure cases are flagged that require immediate attention

- Log all issues into MAX, updating activities to cases, and escalate cases

- Act as a focal point for product knowledge on which you are a lead

- Share your knowledge and provide articles to the Knowledge Base team, and communicate new product information and known issues

- Provide 24x7 severity based customer support

- Perform duties as assigned by management

 

Qualifications

Required Experience/Skills & Education:

- At least three years of full time experience in customer care/customer support

- Advanced writing and verbal communication skills

- Ability to multi-task and prioritize job requirements

- Strong personal organization skills

- Bachelors degree, OR equivalent applicable working experience

- Strong Exchange knowledge - certification required or equivalent work experience

- Strong Domino knowledge - certification required or equivalent work experience

- Strong Security knowledge and/or certification desired

- Strong Networking knowledge and/or certification desired

- Strong Windows based OS (2000, 2003, Professional) knowledge and/or certification desired

- Ability to read network logs/captures

- GroupShield Exchange, GroupShield Domino and/or ePolicy Orchestrator knowledge is a bonus

- Progress towards or completion of certifications with Microsoft, Novell, Lotus, Unix, Cisco and others is desired

- Advanced writing and verbal communication skills Ability to multi-task and prioritize job requirements Strong personal organization skills

- During your initial three month probation period you will be expected to undertake and successfully complete certification on: CompTIA Security+ (External industry certifications)

- Additional certifications may be added in future as deemed necessary

 

apply now and send us an email: martino@iobit.com

 

cheers . . .

 

--> IMF/ASCU Team <--

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