Support Engineer

Job Description

EXCLUSIVE NETWORKS | Introduction Exclusive Networks is a global trusted cybersecurity specialist for digital infrastructure founded in 2003, based in France (Boulogne-Billancourt), a leader in its market and having a global presence in more than 40 countries across Europe, Middle East, Africa, Asia-Pacific, and North America through more than 70 fully owned subsidiaries and listed on Euronext Paris since Sept 23, 2021. In 2021, Exclusive Networks generated sales of 3.3 billion euros. At Exclusive Networks, we are passionate about making a difference. That means delivering the best to our clients, doing our part to create a prosperous and safe digital world, and helping our people to realize their potential. DUTIES AND RESPONSIBILITIES | About the role Take ownership of customer issues reported and see. problems through to resolution Research, diagnose, troubleshoot, and identify solutions to resolve customer issues. As the Support Engineer you will: Work experience with different systems, software, and hardware. Work in collaboration with a team. Take ownership of customer issues reported and see problems through to resolution. Research, diagnose, troubleshoot, and identify solutions to resolve customer issues. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. Provide prompt and accurate feedback to customers. Ensure proper recording and closure of all issues. Prepare accurate and timely reports. Document knowledge in the form of knowledge base tech notes and articles. Follow the SLA for issues with respect to the severity. Experience in troubleshooting Paloalto firewall QUALIFICATIONS AND EXPERIENCE | About you The ideal Support Engineer B.Sc. / B. Tech /BCA degree in Information Technology, Computer Science or equivalent 1-2 years working experience in enterprise technical support, IT support or as a technical engineer. In-depth knowledge in the product that the technician is supporting. Strong problem-solving skills Excellent client-facing skills Excellent written and verbal communication skills. This role will be working directly under Australia and New Zealand Team WHO ARE EXCLUSIVE NETWORKS? | Why work for us. We are people focused and strongly believe that talent empowers us to continue our dynasty of disruption and growth in the future. Our Mission is to drive the transition to a totally trusted digital world for all people and organizations. Visit our website and have a look at our . Exclusive Networks is committed to upholding the highest ethical standards. We are committed to fostering, embracing, encouraging, and preserving a culture of diversity, equity, and inclusion. Our benefits include: Insurance Provident Fund Travel Expenses Show more Show less