Technical Support Professional

1 week ago

Doha, Baladīyat ad Dawḩah, Qatar Kaspersky Full time

We're looking for an exceptional Technical Support Professional to join our team at Kaspersky. As a key player in our global operations, you will be responsible for delivering top-notch technical support to our MSA premium support customers. Your goal will be to ensure customer satisfaction and loyalty through efficient and effective issue resolution.

In this role, you will be part of a dynamic team of experts who work together to protect businesses from cyber threats. You will be expected to possess excellent technical skills, particularly in areas such as Microsoft OS (Server 2019+ and Windows 10+), virtualization environments (VMware EXSi, Hyper-V), and troubleshooting tools like Wireshark and Windows Logs.

The ideal candidate will have a solid understanding of our products and services, as well as a proven track record of delivering high-quality results in fast-paced environments. If you're passionate about technology and dedicated to providing exceptional customer service, we want to hear from you

Key Responsibilities:
  • Provide technical support to customers under MSA support contract, and/or standard support;
  • Build and maintain good working relationships with assigned MSA accounts, ensuring their satisfaction with Kaspersky support and products;
  • Accountable for the renewal of MSA contracts and growth of new MSA customers together with the sales team;
  • Take initiative on technical skills, self-learning and development towards obtaining Kaspersky Certifications;
  • Apply system analysis techniques and procedures and consult with end users to diagnose product and system issues, and determine appropriate system configurations and specifications to optimize usage of Kaspersky products;
  • Resolve, manage, escalate, and drive satisfactory resolution of customers' technical support issues based on Kaspersky products and technologies;
  • Communicate progress on a regular basis to stakeholders in the customer/partner organizations for normal and escalated technical issues;
  • Understand customer business requirements to recommend improved software settings/tasks/policies, or hardware upgrades for effective operation of Kaspersky applications;
  • Comply with the technical support workflow/processes as prescribed by HQ;
  • Proactively contribute to the enrichment of our Knowledge Base;
  • Deliver Kaspersky Professional Services for Kaspersky Solutions to B2B clients (this includes but is not limited to implementation, training, configuration, migration, health checks, project management);
  • Deliver consultative-based knowledge transfer and documentation to Kaspersky's clients;
  • Monthly reporting to MSA Client and management;
  • Be the technical support representative in the home country, taking ownership for customer/partner support escalations, and driving issue resolution using established processes and procedures in a timely manner.
Required Skills and Qualifications:
  • Verbal and written English skills at a professional level;
  • Ability to engage effectively with clients at the senior technical and middle management levels;
  • Strong interpersonal and negotiation skills;
Education / Technical Certifications:
  • Completed degree (BS) in Information Technology, Computer Science or equivalent;
  • 7+ years of experience in IT industry; 4+ years of experience in IT security;
  • MCP or equivalent : Windows Server 2019+ and Windows 10+;
  • VMware EXSi;

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