The Hornetsecurity Group is the leading cloud security provider in Europe, protecting the IT infrastructure, digital communication, and data of companies and organizations of all sizes.
For our location in
**Skopje (North Macedonia)**
we are looking for a motivated
**Technical Support Specialist**
for 40 hours/week to start as soon as possible.
**Your job:**
- You will diagnose and resolve our corporate clients' technical issues over the phone, email and online chat in the areas of system configurations, product functionality and bugs/enhancements.
- You create support tickets and process them to final resolution.
- You build personal customer relationships and focus on offering an awesome customer experience.
- You remain alert to messages from the incident notification system and inform the response team when incidents arise.
- You are responsible for the initial assessment of reported incidents to assign the most appropriate priority level to new tickets.
- You escalate issues and tickets so that they may be considered for immediate action, based on possible impact or SLA.
- You convey customer feedback to product development staff.
- You interact with other teams to provide comprehensive and high-quality support.
- You help in user education.
**Your profile:**
- You have a vocational education in information technology.
- You have experience in IT support.
- You have excellent logical, analytical and problem-solving skills.
- You are fluent in English (both written and spoken).
- You are customer focused – must have good people skills, be friendly and helpful.
- You have experience in troubleshooting
**Windows Server**
issues using inbuilt Windows applications such as the Event Log Viewer, netstat, or other.
- You have a good understanding of
**IP Networking**
and protocols such as SMTP, DNS and HTTP.
- You have had mail server / email flow exposure and have a clear understanding as well as experience of mail flow.
**Bonus skills (nice to have):**
- You have knowledge/experience with
**Hyper-V and/or VMware**
virtualization platforms.
- You have previous experience in
**network/system administration**
.
- You have a deep understanding of the Windows Server operating system (file system, registry, memory model, security model, process model).
- You have knowledge/experience with Microsoft VSS.
- You hold industry acknowledged certification of related technologies.
- You are conversant with Linux.
**Your benefits:**
- Room for innovation and autonomy in a fast-growing international company.
- Short decision paths and flat hierarchies in an open work atmosphere.
- Extensive Onboarding – we equip you with a welcome kit, 2 days Onboarding Bootcamp, Mentoring Program and regular feedback meetings.
- Temporary Employee Exchange Program – we provide the ability for you to work at our global office locations and explore the world (e.g. Berlin, Madrid, Malta, Montréal).
- Flexible working hours and the option to work from home.
- Permanent contracts – we’re in it for the long haul and hope you are too!
- FitKit subscription and private insurance for your health!
- Office Dogs are welcome – you don’t have to leave your dog alone at home!
- Referral Bonus: we pay 1500€ for each referral who is successfully hired by us!
- Team events like Laser Tag, Office Movie Nights, Foodie Fridays and much more – let yourself be surprised!
For our location in
**Skopje (North Macedonia)**
we are looking for a motivated
**Technical Support Specialist**
for 40 hours/week to start as soon as possible.
**Your job:**
- You will diagnose and resolve our corporate clients' technical issues over the phone, email and online chat in the areas of system configurations, product functionality and bugs/enhancements.
- You create support tickets and process them to final resolution.
- You build personal customer relationships and focus on offering an awesome customer experience.
- You remain alert to messages from the incident notification system and inform the response team when incidents arise.
- You are responsible for the initial assessment of reported incidents to assign the most appropriate priority level to new tickets.
- You escalate issues and tickets so that they may be considered for immediate action, based on possible impact or SLA.
- You convey customer feedback to product development staff.
- You interact with other teams to provide comprehensive and high-quality support.
- You help in user education.
**Your profile:**
- You have a vocational education in information technology.
- You have experience in IT support.
- You have excellent logical, analytical and problem-solving skills.
- You are fluent in English (both written and spoken).
- You are customer focused – must have good people skills, be friendly and helpful.
- You have experience in troubleshooting
**Windows Server**
issues using inbuilt Windows applications such as the Event Log Viewer, netstat, or other.
- You have a good understanding of
**IP Networking**
and protocols such as SMTP, DNS and HTTP.
- You have had mail server / email flow exposure and have a clear understanding as well as experience of mail flow.
**Bonus skills (nice to have):**
- You have knowledge/experience with
**Hyper-V and/or VMware**
virtualization platforms.
- You have previous experience in
**network/system administration**
.
- You have a deep understanding of the Windows Server operating system (file system, registry, memory model, security model, process model).
- You have knowledge/experience with Microsoft VSS.
- You hold industry acknowledged certification of related technologies.
- You are conversant with Linux.
**Your benefits:**
- Room for innovation and autonomy in a fast-growing international company.
- Short decision paths and flat hierarchies in an open work atmosphere.
- Extensive Onboarding – we equip you with a welcome kit, 2 days Onboarding Bootcamp, Mentoring Program and regular feedback meetings.
- Temporary Employee Exchange Program – we provide the ability for you to work at our global office locations and explore the world (e.g. Berlin, Madrid, Malta, Montréal).
- Flexible working hours and the option to work from home.
- Permanent contracts – we’re in it for the long haul and hope you are too!
- FitKit subscription and private insurance for your health!
- Office Dogs are welcome – you don’t have to leave your dog alone at home!
- Referral Bonus: we pay 1500€ for each referral who is successfully hired by us!
- Team events like Laser Tag, Office Movie Nights, Foodie Fridays and much more – let yourself be surprised!
