Senior Technical Support Engineer L3 (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.

Requirements
Minimum 3 years of proven professional experience (technical support field)
Microsoft Windows 7/8/10 Advanced Administration
MacOS/iOS experience is a plus: installation, advanced administration, troubleshooting, deployment
Windows Server 2008/2012/2019 Advanced Administration;
Windows Services knowledge including, but not limited to, AD, DNS, DHCP, File Services, Remote Services etc.
Basic (or higher) scripting knowledge, in one or more languages of choice, is a plus (e.g. PowerShell, Bash, Python, Perl etc.)
Linux (and/or Unix) Advanced Administration - installation, maintenance, upgrade, networking
Ability to read logs and debug various Linux services and technologies, including, but not limited to, nginx, Squid, NTP, SyslogD etc.
Ability to read logs and events and debug various Windows services.
At least basic database management skills. Previous experience with NoSQL is a plus (MongoDB).
Good understanding of various web app technologies, like PHP, Node.JS, APIs, JSON/XML etc
Virtualization technologies Advanced Administration: VMware ESXi/vSphere (6.0, 6.5, 7.0), Citrix Xen Server, Microsoft Hyper-V
Containers technologies knowledge (Docker, Kubernetes, OpenStack etc.) is a plus
Medium/Advanced knowledge of TCP/IP Networking concepts and hands-on experience (CCNA level or higher)
Basic knowledge of log collection SIEM software (Splunk, QRadar, SumoLogic)
Previous experience with antimalware products administration is a plus
Previous experience with mobile device management and security solutions is a plus


Language Requirements
Excellent English verbal and written communication skills
Other language skills are a plus (e.g. German, Spanish, French)

Other Requirements
Degree in Computer Science, Engineering or equivalent proven work experience
Result-oriented
Excellent troubleshooting and diagnostic skills
Efficient time management and a great team player
Quick learner, dynamic, energetic and customer-oriented

Responsibilities
Has gained proficiency in multiple information technology and security competencies relevant to the job
Possesses a deep understanding of the organization's products and services and performs complex problem solving and assistance on diverse support cases from the customers, escalated by lower level support teams
Provides complex technical support and assistance to customers via tickets, email, phone, and/or other remote methods, as required
May be required to supervise and guide lower-level representatives and engineers during remote sessions with the customers and during incidents
Is able to work independently within established procedures associated with the specific job function
Provides customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction.
Documents client interactions, including details of inquiries, complaints, comments and actions taken, according to the department's standards and using the company provided support tools and platforms.
Builds and maintains a consolidated relationship with the customers
Provides in-depth individual and/or group instruction and training to engineers and representatives from other support levels.
Writes and maintains internal and public KB articles, documents projects (if needed)
Contributes to maintaining currency of knowledge with respect to the support department, including but not limited to company's products and services, procedures, workflows, regulations/standards and best practices, general IT technology, etc.
Performs miscellaneous job-related duties as assigned by his superior support manager or director.

Role
The Enterprise Support and Services Department based in Bucharest is looking for a new enthusiastic member!
As an Enterprise Support Senior Engineer, you will be responsible with ensuring a high quality technical assistance for the 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 services provided by the Level 3 Support team are focused on ticketing and issue tracker based assistance, however, sometimes you will also be required to coordinate remote sessions, direct emails, and phone calls with the customers, for a better visibility and more efficient troubleshooting of the reported issues.
In this process, you 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.