Systems Support Engineer
External
Eset · Bratislava, SlovakiaFull-timeHybrid2w ago
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About the role
The Systems Support Engineer is responsible for managing and resolving technical support requests escalated to the engineering team. This includes overseeing the full lifecycle of each ticket - from intake and analysis to issue reproduction, resolution, or escalation. The role involves providing expert guidance to internal users, maintaining clear documentation of solutions and procedures, and contributing to continuous improvement of support processes and system reliability. Job description
Responsibilities
- Manage and resolve assigned tickets. Be responsible for the full lifecycle of the request during its solving and provide prompt and correct feedback.
- Provide problem analysis, reproduce errors, identify possible solutions and suggest improvements for internal system developers.
- Solve support tasks independently - configure the systems, maintain the data and provide guidance to the customers.
- Follow and evaluate SLA for support tickets.
- Document solutions, procedures, and known issues to support knowledge sharing and future troubleshooting.
- Prepare accurate and up-to-date reports on ticket processing status and issues.
- Establish and maintain standards for escalating problems to competent internal teams.
- Contribute to continuous improvement of support processes, tools, and system reliability.
- Coordinate communication and prioritization during urgent or high-impact incidents.
- Carry out other work according to the instructions of a managing employee in accordance with the activity of the department and the company.
Requirements
- 3 years of relevant experience in technical support
- Education in IT or similiar field of study
- English language B2 level
- Strong analytical and problem-solving skills.
- Attention to detail.
- Experience with ticketing systems and documentation tools.
- Ability to work independently and collaboratively across teams.
- Good communication and coordination abilities.
- Familiarity with system configuration and data maintenance.
- Basic wage component (brutto): from 2200 EUR/m. (brutto)
- The final basic wage component can be increased accordingly to individual skills and experience of the selected candidate.
- Performance bonus 2 times per year up to 10% of the basic salary paid for the evaluation period(usually 6 months).
- #LI-JK1 #LI-Hybrid #mid-senior
Benefits
Health & well-beingBenefitPlusHealthcare (check-ups/annual programs)Multisport cardTravel card "električenka"Supplementary pension savingSick daysFamilyMarriage allowanceChildbirth allowanceParental contributionESET family events (Family day, St.Nicholas)OfficeRefreshments in the office (fruits, coffee, soft drinks)Let´s get together breakfastActivity room, quiet roomESET events (Žranica, Christmas party..), teambuildingsOtherLoyalty allowanceLoyalty extra days offLoyalty cakeLoyalty glass awardRefer a friendChristmas presentsDiscounts from external providersPrimary locationBratislavaAdditional locationsTime typeFull timeHealth insurancePerformance bonusParental leave
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