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Technical Support Engineer tier 1

  • Department: Support
  • Reports to: Technical Support Engineer tier 1 team leader
  • Position Summary: Tier 1 Support Engineer is responsible for providing first line high-quality technical support for Varonis customers worldwide.

Essential Duties and Responsibilities:

  • Monitor and respond to client inquiries and support requests via phone or email
  • Support the company's products on customer’s systems remotely. Provide timely communication to clients in response to questions and/or reported issues.
  • Assist field sales persons and partners with products related problems.
  • Assist with the installation, configuration and upgrade of the products.
  • Provide excellent customer service and professionalism to a wide range of customers
  • Troubleshoot and fix issues related to the customer's environment
  • Escalate to and work with higher tiers when required until the issue is resolved. Escalate reported issues in a timely fashion according to our documented escalation procedures.
  • Follow standard processes and procedures.

Candidate profile:

  • Excellent communication skills
  • Excellent troubleshooting and analytical skills
  • Ability to handle clients professionally during all interfaces 
  • Strong written and verbal communication skills.
  • Ability to work well under pressure while maintaining a professional demeanor.
  • Ability to multitask.
  • Must have outstanding customer service skills and a dedication to the customer service experience.

Education/Experience:

  • Ideal for graduates or those who would like a career in IT.
  • Comprehensive training provided

Language Ability:

  • Fluent in English (written and verbal)
  • Fluent in German \ French \ Spanish \ Italian – advantage

Personal Ability:

  • Good interpersonal skills

Computer Skills:

Knowledge of two or more of the following areas:

  • Microsoft environments (AD, Exchange, Windows servers, etc)
  • Networking (TCP / IP, routing, firewalls)
  • Databases (MSSQL or Apache SOLR preferred)
  • Web servers and applications
  • Storage devices (NetApp, EMC)

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