Technical Support Specialist

Job description details

Intro

For our location in Skopje (North Macedonia) we are looking for a motivated Technical Support Specialist for 40 hours/week to start immediately or as soon as possible.

Your Job

• 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 are happy to work in a global team that uses a follow-the-sun shift approach to provide 24/7 support to our customers.

Your Profile

• 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.

Your Benefits

• Free space for innovation and independent action in a fast-growing international company.
• Short decision paths and flat hierarchies in an open work atmosphere.
• Extensive Onboarding – we equip you with a welcome kit, 2 days Onboarding Bootcamp, Mentoring Program and regular feedback meetings.
• Temporary Employee Exchange Program – we provide the ability for you to work at our global office locations and explore the world (e.g. Berlin, Madrid, Malta, Montréal, Washington D.C.).
• Home-office-option and flexible working time.
• Unlimited contracts: we’re looking for hornets to grow long-term with us.
• Be-Active Bonus: we’ll keep you healthy with an allowance for your membership in fitness and sports clubs.
• Referral Bonus: we pay 1500€ for each referral who is successfully hired by us!
• Office Dogs are welcome – you don’t have to leave your dog alone at home!
• Team events like Laser Tag, Office Movie Nights, Foodie Fridays and much more – let yourself be surprised!

Your application form

About us

Hornetsecurity is a leading global provider of next-generation cloud-based security, compliance, backup, and security awareness solutions that help companies and organisations of all sizes around the world. Its flagship product, 365 Total Protection, is the most comprehensive cloud security solution for Microsoft 365 on the market. Driven by innovation and cybersecurity excellence, Hornetsecurity is building a safer digital future and sustainable security cultures with its award-winning portfolio. Hornetsecurity operates in more than 120 countries through its international distribution network of 12,000+ channel partners and MSPs. Its premium services are used by more than 125,000 customers.

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