L2 Technical Support Engineer (Enterprise) with English

We build strong relationships based on highest level of integrity, quality and quality.
Key Talents provides a various rage of services to companies and individuals focusing on recruitment, training, career advisory, QA audit, IT consultancy services, QA training delivered for individuals or client’s internal teams.

Technical Requirements

Minimum 2-3 years of professional experience (technical support field) in the following areas:

Linux or Unix Advanced Administration – installation, maintenance, upgrade, Backup, NFS, Networking
MacOS/iOS experience is a plus: installation, administration, troubleshooting, deployment
Virtualization Infrastructure Advanced Administration: VMware ESXi, Citrix Xen Server, Microsoft Hyper-V
Advanced Basic knowledge of TCP/IP Networking concepts and hands-on experience
Antimalware products administration is a plus
Containers technologies basic/mid knowledge (Docker, Kubernetes, OpenStack etc.) is a plus

Language Requirements

Excellent English verbal and written communication skills. French, Spanish or German are a plus.

Other Requirements

Degree in Computer Science, Engineering or equivalent
Result-oriented and good diagnostic skills
Efficient time management and team player
Quick learner, dynamic, energetic and customer-oriented

Role

The Enterprise Support and Services Department based in Bucharest is looking for a new colleague! As an Enterprise Support Engineer, you will be responsible with ensuring a high quality technical assistance for business clients world-wide, within the required performance and SLA requirements. You will act as a liaison between our client and its existing customers.
The provided services are focused on email, phone and tickets assistance, however you will also be required to coordinate remote sessions for a better visibility and more efficient troubleshooting of the reported issues.
In this process, you will provide 24/7 support and will act as a link between our customers’ needs and the other departments by performing escalations to the other departments providing detailed descriptions or reports where necessary. You will thus be required to work closely with the software testing and development teams, as well as other experts, in a youthful and competitive environment, which will enrich your experience and broaden your perspective.

Responsibilities

Ensure L2 of Support via email, phone and remote assistance for Enterprise customers in the agreed terms and conditions;
Meet the SLA requirements and the internal procedural workflow;
Perform virtual environment analysis and information gathering on client infrastructure for deploying Enterprise solutions and deliver these details in the Statements of Work;
Independently manage and carry out assigned accounts concerning deployment / implementation of Enterprise Solutions;
Provide expertise on applications once they are moved from testing to production;
Initiate, manage and document enterprise deployment reports;
Build and maintain a consolidated relationship with the customers;
Propose improvements related to procedures, workflows etc.
Timely and accurate reporting on status for assigned tasks;

English team: Work in 8 hours shifts, 24/7