Technical Support Specialist

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.