Premium Services Engineer

Bitdefender is a global security technology company that provides cutting edge end-to-end cyber security solutions and advanced threat protection to more than 500 million users in more than 150 countries.Since 2001, Bitdefender has consistently produced award-winning business and consumer security technology, and is a provider of choice in both hybrid infrastructure security and endpoint protection. Through R&D, alliances and partnerships, Bitdefender is trusted to be ahead and deliver robust security you can rely on.

• Experience with MS Office Suites and Microsoft Windows operating systems
• Experience with macOS is also preferred, but not required
• Knowledge of PC hardware and peripherals
• Knowledge of malware removal tools / antivirus programs
• Experience in advanced PC setup, network, repair--including setup, software/hardware installation, data backup, diagnostic and troubleshooting
• Experience with customer contact and strong customer service skills
• Strong interpersonal skills and the ability to work well under pressure.
• Strong written and verbal communication skills, ability to multi-task,) and ability to communicate and express technical issues in technical terminology.

What you will be doing

90% of your time you will:
• Work remotely via phone or TeamViewer to provide complete solutions and service;
• Perform specific services which include:
o Software upgrades and installation
o PC configuration and optimization
o Troubleshoot software, hardware, network issues & peripherals
o Remove spyware, adware and other malware;
• Provide thorough documentation of all work.
• Respond to client inquiries.
• Help end users understand software.
10% of your time you will:
• Create, complete and close helpdesk tickets in accordance with established standards
• Maintain skills required for specialization in computing.
• Actively seek opportunities to increase and leverage skills.

Responsabilities:

• Identify, diagnose, and correct problems in a timely manner with minimal supervision.
• Identify, respond to, and resolve end user and computer problems in a Windows and macOS environment, including problem determination and resolution, reconfiguration of software and the application of patches and workarounds.
• Install, maintain, analyze, troubleshoot, and repair operating systems and computer peripherals. These include, but are not limited to, problems with desktops, notebooks, printers and mobile devices.
• Handle Helpdesk tickets and work flow, providing timely updates to both clients and tickets on a routine basis.
• Determine users’ technical needs and provide them with appropriate solutions.
Qualifications

Benefits:

• The position is based at the Bitdefender HQs in Bucharest.
• Challenging and smart environment;
• Attractive compensation and benefits package;