- Demonstrate an exceptional standard of quality of work.
- Maintain and consistently demonstrate knowledge of company guidelines, processes, practices, and procedures; specifically knowledge of ESET service delivery processes.
- Ensure that Services customers receive responses consistent with SLA requirements.
- Drive communication toand onboarding of-new ESET services customers in collaboration with the Technical Account Manager.
- Collaborate with named Account Managers and other ESET resources to ensure high satisfaction for ESET Services customers.
- Respond to and report questions, concerns, and requests on a 24x7 basis.
- Become familiar with all supported ESET business products (including ESET Inspect) and their inner workings (configuration, detection, blocking, protection layers, cleaning-oriented features, etc.) as well as ESET professional services offering. Gain familiarity with ESET business products before their release whenever possible.
- With the support of management, persistently look for education opportunities in the field of IT security and undergo advanced IT security training.
- Respond to and solve basic and advanced security support-related tickets in accordance with defined procedures. If needed, assist L3 to solve open cases.
- Schedule and work on remote sessions with customers, provide a dedicated Outlook invitation or some other form of affirmation to the customer to ensure continuity.
- Prepare test environments, reproduce reported issues and cooperate with ESET HQ while searching for solutions.
- Suggest improvements to services guides and processes.
- When not directly supporting service customers, this role transitions to assisting Business Technical Support
- BA or BS in Computer Science, Engineering or equivalent Required. May be substituted with relevant work experience and technical certifications such as CEH, CCE, CRISC, CISM, CISSP, CompTIA Network+, Security+, MTA, MCSA, MCSE, or GIAC (GSEC, GCIH) Certifications.
- 5-7 years in a technical role (support or administration) involving cyber security. Additionally, 2+ years of enterprise-level troubleshooting with an emphasis on networked environments. Preferably experience in a customer-facing role.
- Experience with tools for communication with customers and its environment (ticketing system, remote access, etc.)
- Advanced understanding of operating systems (Windows, macOS, Linux), including the concept of file systems, processes, services, registry, scheduling, scripting, command line etc.
- Advanced understanding of ESET business products, logs and log collection, and protection layers
- Understanding of and intent to expand knowledge of malware: threat types (phishing, ransomware, financially motivated malware, spyware, backdoor, botnet, etc.)
- Understanding of security hygiene concepts
- Advanced understanding of networking (IP address, port, protocol, MAC address, etc.)
- Ability to analyze issues reported by customers and provide solutions based on previous experience or known/defined procedures or tutorials.
- Ability to reproduce problems in a controlled environment and perform basic root cause analysis
- Experience with forensic tools (data collection)
- Ability to analyze process tree information and provide commentary on the potential of nefarious activity
-
Guest Service Agent
2 weeks ago
Hilton San Diego, United StatesGuest Service Agent - Embassy Suites by Hilton San Diego La Jolla · **Shift Pattern**:Open availability preferred, typical shifts are mornings and mid-day · **Pay Rate**:$20 per hour plus monthly incentive bonuses · **What will I be doing?** · As a Guest Services Agent, you would ...
-
Guest Service Agent
2 weeks ago
Hilton San Diego, United States**Shift Pattern**:Open availability preferred, typical shifts are mornings and mid-day · **Pay Rate**:$20 per hour plus monthly incentive bonuses · **What will I be doing?** · As a Guest Services Agent, you would be responsible for greeting and registering guests and checking gue ...
-
Guest Service Agent
2 weeks ago
Sonesta San Diego, United States**Job Description Summary** · The Guest Services Agent (GSA) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and is support for the Operations Manage ...
-
Guest Service Agent
2 weeks ago
Bartell Hotels, a CALP San Diego, United States**About Bartell Hotels**: Bartell Hotels is San Diego's largest independent hotel owner-operator with a sharp focus on employees, customers and community. This diverse collection of properties reflects Southern California's natural beauty, love for active lifestyles and exception ...
-
Guest Service Agent
2 weeks ago
Hard Rock Hotel San Diego San Diego, United StatesJob Summary: · Front Desk Agents are responsible for greeting and registering the guest providing outstanding guest service during their stay and settling the guest's account upon completion of their stay. Primary responsibilities include: registering guests making and modifying ...
-
Guest Service Agent
1 week ago
Courtyard San Diego Mission Valley/Hotel Circle San Diego, United States**_Seeking charismatic guest service professionals to join our ROCKSTAR TEAM. If you're outgoing and have a desire to grow your career, APPLY NOW_**: · **Perks**: · Management Development Program, TEAM discounts and more · As **_Guest Service Agent _**you will be a crucial asset ...
-
Rental Service Agent
3 weeks ago
Indie Campers San Diego, United States**ABOUT US** · Indie Campers, the go-to campervan Marketplace, is on a mission of making road trips available to everyone. Thanks to its digital approach and customer-centric orientation, Indie Campers has developed a strong booking experience and high-quality road trips at affor ...
-
Seasonal Guest Services Agent
2 weeks ago
Hilton Coronado, United States**THIS IS A SEASONAL POSITION** · If you are seeking an exciting opportunity in Hospitality directly related to an elevated guest service experience - this is the job for you · Beach Village at The Del is an exclusive enclave of luxurious beachfront accommodations located within ...
-
Security Services Agent san Diego
3 weeks ago
ESET, LLC San Diego, United StatesThe Security Services Agent (SSA) is a skilled technical support engineer with 2+ years of experience in IT security. This position requires practical experience with security-related components of ESET business products. · Job description · This position requires a working knowl ...
-
Front Desk Guest Service Agent
3 weeks ago
San Diego Mission Bay Resort San Diego, United States: · San Diego Mission Bay Resort is a sprawling 357-room resort, boasting multiple dining options, a beautiful renovated pool, a kids pool, astonishing Bay views, fire pits and so much more. We are excited to welcome a new Front Desk Agent to our Mission Bay Family. · **The JOB** ...
-
Engineering Services Agent, Machinery Controls
3 weeks ago
Noblis San Diego, United States**Responsibilities**: · This position is located in San Diego, California. · **PRINCIPAL DUTIES/RESPONSIBILITIES**: · - Troubleshoot control systems with the use of system documentation and electrical schematics. · - Provide test support for all variants of fielded systems at LBE ...
-
Call Center Agent/customer Service
3 weeks ago
Nederlander Organization San Diego, United States'''Duties''' · - Answer incoming calls and respond to customer inquiries in a professional and courteous manner · - Provide information about products and services to customers · - Perform data entry tasks accurately and efficiently · - Make outbound calls to follow up with custo ...
-
Night Auditor/pm Guest Services Agent
3 weeks ago
Staypineapple San Diego, United StatesStaypineapple is a brand of upscale, award-winning boutique hotels in coveted locations nationwide. We are all about redefining hospitality and inspiring out-of-the-ordinary experiences for our guests. As we rapidly expand, we are looking for team members who love to make a diffe ...
-
Call Center Agent/customer Service
4 days ago
Nederlander Organization San Diego, United StatesCall Center Customer Service Representatives provide over the phone accurate and up-to-date information to all current and potential season ticket holders in a friendly, professional manner. This position requires attention to detail and a passion for providing excellent customer ...
-
Seasonal Guest Service Agent/host(Ess)
2 weeks ago
Hilton Coronado, United StatesSeasonal Guest Service Agent/Host(ess) - Shore House · Reporting to the Shore House Supervisor, The Shore House Host is the primary point of contact for all Shore House guests. The Shore House Host is a property ambassador and assists in crafting a curated experience for our gues ...
-
Seasonal Guest Service Agent/host(Ess)
2 weeks ago
Hilton Coronado, United StatesReporting to the Shore House Supervisor, The Shore House Host is the primary point of contact for all Shore House guests. The Shore House Host is a property ambassador and assists in crafting a curated experience for our guests while supporting all team members in executing the h ...
-
Guest Service Agent
3 weeks ago
Hilton La Jolla, United States**What will I be doing?** · As a Guest Services Agent, you would be responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be r ...
-
Guest Service Agent
1 week ago
Aimbridge Hospitality San Diego, United StatesFront Desk Agents are responsible for greeting and registering the guest providing outstanding guest service during their stay and settling the guest's account upon completion of their stay. Primary responsibilities include: registering guests making Guest Service, Agent, Hospita ...
-
Guest Services Agent
2 weeks ago
Aimbridge Hospitality San Diego, United StatesThe Westin San Diego Bayview is looking for an outgoing and energetic individual to join its dynamic Front Office Team Front Desk Agents are responsible for greeting and registering the guest providing outstanding guest service during their stay and Guest Service, Agent, Hospital ...
-
Guest Services Agent
1 week ago
Aimbridge Hospitality San Diego, United States Full timeThe Westin San Diego Bayview is looking for an outgoing and energetic hospitality individual to join its dynamic Front Office Team Front Desk Agents are responsible for greeting and registering the guest providing outstanding guest service during th Guest Service, Agent, Hospital ...
Professional Services Agent - San Diego, United States - ESET
Description
Job posting titleProfessional Services Agent
Job summary
The Professional Services Agent (PSA) is a skilled technical support engineer with a background that offers a deep knowledge of ESET products, network environments and security best practices.
This position requires a working knowledge of all ESET products, an understanding of security architecture across platforms, and experience resolving technical issues in enterprise environments.
In addition to completion of ESET's Professional Services curriculum, formal certifications such as CompTIA Network+ and CompTIA Security +, MTA, MCSA etc., are highly desirable.
The PSA delivers high-quality work and requires only modest supervision.This role requires a high level of autonomy in processing service tickets, crafting unique solutions and driving escalation where necessary.
This role is expected to provide guidance on ESET product questions to the Technical Support organization.This role is expected to proactively drive communication around Services customers by opening communication with the relevant Account Manager(s) and/or Sales Engineer(s) prior to escalation from the customer.
Time is of the essence in this role, and this role is expected to advocate for customer satisfaction. Professionalism should be emphasized in all communications with ESET customers.This role should display confidence in acting as the customer's trusted advisor on matters of cyber security, leveraging their teammates in the malware and/or Security Services teams when required.
This role reports to the Business Support Manager and takes guidance from the Security Services Manager.This position requires adaptability and the poise to request help should the agent encounter a situation they are not familiar with.
The PSA should place emphasis on expanding their knowledge of the IT security field as well as ESET products, processes, and services, with special emphasis on Enterprise-tier products and the network environments said products function in.
Job descriptionFUNCTIONAL RESPONSIBILITIES AND DUTIES
REQUIREMENTS Education:
Experience:
Knowledge:
Understanding of malware detection:
false negative and false positive
JR-04557 Professional Services Agent (Open)
Primary location
San Diego
Additional locations
Time type
Full time