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Technical Support Specialist

hornetsecurity.com Logo

Hornetsecurity

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Location:
Malta , San Gwann

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

Not provided
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Job Description:

For our location in San Gwann we are looking for a motivated Technical Support Specialist for 40 hours/week to start immediately or as soon as possible.

Job Responsibility:

  • Diagnose and resolve corporate clients’ technical issues over the phone, email and online chat in the areas of system configurations, product functionality and bugs/enhancements
  • Create support tickets and process them to final resolution
  • Build personal customer relationships and focus on offering an awesome customer experience
  • Remain alert to messages from the incident notification system and inform the response team when incidents arise
  • Responsible for the initial assessment of reported incidents to assign the most appropriate priority level to new tickets
  • Escalate issues and tickets so that they may be considered for immediate action, based on possible impact or SLA
  • Convey customer feedback to product development staff
  • Interact with other teams to provide comprehensive and high-quality support
  • Help in user education
  • Work in a global team that uses a follow-the-sun shift approach to provide 24/7 support to our customers

Requirements:

  • Vocational education in information technology
  • Experience in IT support
  • Excellent logical, analytical and problem-solving skills
  • Very high level of English AND German (both written and spoken)
  • Customer focused – must have good people skills, be friendly and helpful
  • Experience in troubleshooting Windows Server issues using inbuilt Windows applications such as the Event Log Viewer, netstat, or other
  • Good understanding of IP Networking and protocols such as SMTP, DNS and HTTP
  • Mail server / email flow exposure and a clear understanding as well as experience of mail flow
  • Quick learner and self-starter

Nice to have:

  • Knowledge/experience with Hyper-V and/or VMware virtualization platforms
  • Previous experience in network/system administration
  • Deep understanding of the Windows Server operating system (file system, registry, memory model, security model, process model)
  • Knowledge/experience with Microsoft VSS
  • Industry acknowledged certification of related technologies
  • Conversant with Linux
What we offer:
  • Unlimited contracts
  • 24 vacation days plus paid public holidays
  • Private health insurance and additional sick leave days
  • Pension plan and inflation compensation
  • Home-office option
  • Be-Active Bonus – allowance for fitness and sports club memberships
  • Temporary Employee Exchange Program – opportunity to work at global office locations (e.g. Berlin, Madrid, Reading)
  • Team events like Laser Tag, Escape Rooms, or nights out together
  • Foodie Fridays and Monday Breakfast

Additional Information:

Job Posted:
March 19, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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