Business Technical Support Specialist

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 1 year of professional experience (technical support field) in the following areas:
Windows Desktop Family administration: Windows 7/8/10
Windows Server Family administration: AD, DHCP, DNS, Remote Services, Exchange
Server virtualization administration: VMware ESXi, Citrix Hypervisor, Microsoft Hyper-V, RHEV, Nutanix
Virtual Desktop & App Infrastructure basic administration: Citrix App and Desktop Virtualization, VMware Horizon
Linux/Unix server basic administration: Installation, maintenance, upgrade, back-up, NFS, TCP/IP
Basic knowledge of TCP/IP networking concepts and hands-on experience
Cybersecurity products and services are a plus

Language Requirements

Excellent English verbal and written communication skills
Fluent German, Spanish or French are a plus
Ability to effectively communicate (verbal and written) and present information clearly to both technical and non-technical audiences

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
Deal effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
Demonstrated excellent problem solving/troubleshooting/phone listening skills

Role

The Enterprise Support and Services Department based in Bucharest is looking for a new colleague.

As a Business Technical Support Specialist, you will be responsible for ensuring high-quality technical assistance for our client 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 are focused on email, phone, ticketing system assistance, however you will also be required to coordinate remote sessions for 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 next tier and providing detailed descriptions or reports where necessary. You will thus be required to work closely with other experts, in a youthful and competitive environment, which will enrich your experience and broaden your perspective.

Responsibilities

Ensure 1st Level of Support via email, phone, and remote assistance for Bitdefender Enterprise customers in the agreed terms and conditions
Make customers and their needs a primary focus of one’s actions, developing and sustaining productive customer relationships
Offer alternative and creative solutions to issues/questions where appropriate to prevent disruption in client activities
Maintain client confidence and protect operations by keeping client and client’s employee information confidential
Contribute to written documentation (Knowledge Base)
Escalate internally to the next tier of support or other departments while keeping the responsibility of case
Meet the SLA requirements and the internal procedural workflow
Propose improvements related to procedures, workflows etc.
Timely and accurate reporting on status for assigned tasks
Work in 8 hours shifts, 24×7.