The Corporate Technical Support Engineer will be responsible for delivering best in class technical support for Kaspersky Lab Corporate clients.
Responsibilities
- Provide customers with best in class support in Portuguese
- Provide technical support for our corporate clients via telephone, email, web, and chat in Portuguese
- Identify and troubleshoot software and system issues/errors
- Prioritize issues based on level of security threat to customer systems
- Keep up to date on technologies used by our customers
- Maintain accurate, complete and up to date call and activity records
- Play an active role in continual improvement of support delivery
- Other duties and responsibilities may include onsite customer visits, trade show support, supporting training and professional services initiatives
Required Skills
- Experience with Windows OS platforms (Server 2003, 2008, Exchange 2003, 2007, 2010, XP, Vista, Win7)
- Fluent in Portuguese
- Proficient with command line level troubleshooting utilities
- A understanding of Active Directory and Group Policy Structure
- Strong understanding of network topologies and network troubleshooting
- Familiarity with Linux, Novell and Macintosh operating systems
- Experience with enterprise anti-virus/malware software and firewalls
- The ability to deal patiently with complex situations and complaints while remaining courteous and professional at all times
- Minimum of 5 years Technical Support / Information Technology experience
- Degree in Computer Network and Information Systems or equivalent certifications and experience
- Excellent communication skills including the ability to listen carefully and communicate solutions verbally and in written form
- Must be highly energetic and have a take charge professional attitude suitable towards resolving complex situations
- Must have attention to detail: demonstrate outstanding organizational skills, maintaining accurate incident documentation, strong ability to follow through on issues until resolution, and completing tasks on time
- Ability to work with highly sensitive client issues and escalations
- This position may require up to 10% travel to client sites and trade shows
- Must be able to work flexible hours (12pm to 9pm EST) and some company holidays
Job Location
Woburn, MA, US.
Corporate Technical Support Engineer - Portuguese speaking
Corporate Technical Support Engineer - Portuguese speaking
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