Product Support Engineer

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 years of professional experience (technical support field) in the following areas:

Basic knowledge of Windows Desktop and Windows Server Operation System
Basic knowledge of Linux or Unix Administration – installation, maintenance, upgrade, NFS, Networking
Basic knowledge of Virtualization Infrastructure Administration: VMware ESXi, Microsoft Hyper-V. Citrix Xen Server knowledge would be a plus.
Medium knowledge of TCP/IP Networking concepts and hands-on experience
Medium technical knowledge of email systems (Microsoft Exchange and/or hosted email solutions)
Familiar with cloud technologies (AWS, GCP, Azure)
MacOS/iOS experience is a plus: installation, administration, troubleshooting.
Antimalware products administration is a plus
Nice to have API (POST, REST) knowledge, Mobile Security Applications (troubleshooting, log analysis)

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 Application Support Engineer, 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 Bitdefender and its existing customers.
The services provided are focused on email, phone, and tickets 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 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 Level of Support via email, phone and remote assistance for our client 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 Bitdefender Enterprise solutions and deliver these details in the Statements of Work
Performing research and troubleshooting for challenging new/unknown issues
Independently manage and carry out assigned accounts concerning deployment / implementation of Bitdefender 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