The Bitdefender Enterprise Support and Services Department is looking for a new enthusiastic member!
The position is based in Bucharest.
As a Support Team Leader for Bitdefender Enterprise Solutions you will be responsible for supervising and ensuring the smooth operation of the Level 3 Support Team within Bitdefender’s Enterprise Support and Services Department.
You will also get involved in technical tasks as a Level 3 Support Engineer, providing our clients with high quality technical assistance for the Bitdefender Enterprise products, within the required quality, performance, and customer focus.
The provided services are focused on Level 3 back-office support assistance; however, occasionally, you may also be required to coordinate remote sessions and / or on-site visits with the clients, for a better visibility and more efficient troubleshooting of the reported issues.
In this role, you will act as a link between our customers’ needs and the other departments by performing escalations to the Incident Managers and providing detailed descriptions or reports where necessary.
You will work closely with the software testing and development teams, with the product managers, as well as with security and sales experts, in a youthful and competitive environment which will enrich your experience and broaden your perspective.
Enterprise Support Engineer Responsibilities :
Ensure phone, email, remote assistance support for Bitdefender Enterprise customers
Meet the SLA requirements and the internal procedural workflow
Build and maintain a consolidated relationship with Bitdefender customers
Perform environment analysis and information gathering on client infrastructure for deploying Bitdefender Enterprise solutions
Provide expertise on applications once they are moved from testing to production
Timely and accurate reporting on status for assigned tasks
Work closely with the sales and sales-engineering team
Enterprise Support Team Leader Responsibilities :
Managing the customer support team’s day-to-day functions and operations
Provides guidance, instruction, direction and leadership to the Support team
Effectively managing and developing the Support team
Keeping the team up to date with new information related to Bitdefender products, procedures and trends
Ensuring that all processes used by the Support team are thoroughly documented, consistently audited and regularly improved
Responding to escalated customer support issues
Assessing support statistics and preparing detailed reports on the findings
Overseeing and evaluating the team's ongoing training efforts
Delivering performance evaluations and following the disciplinary process according to company policy
Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in Support operations
Interviewing and hiring new employees
Technical Requirements :
Minimum 4 years of professional experience in the following areas :
Hypervisor administration (VMware ESXi, Citrix XenServer, Microsoft Hyper-V, RHEV)
Virtual Desktop Infrastructure build (VMware View, Citrix XenDesktop, Citrix VDI-in-a-Box)
Linux / Unix server administration (installation, maintenance, upgrade, back-up, NFS, TCP / IP)
Windows Server Family administration (AD, DHCP, DNS, Remote Services)
Windows Desktop Family administration (Windows 7 / 8 / 10)
Advanced computing and storage technologies - server virtualization and partitioning, storage virtualization
Solid knowledge of networking concepts and hands-on experience
Language Requirements :
Excellent English skills; multilingualism is a plus
Other Requirements :
Minimum 4 years of experience in the technical support field
Excellent verbal and written communication skills, quick learner, dynamic, energetic and customer-oriented
Minimum 2 years of prior experience in a supervisory role
Problem tracking and resolution skills at a detailed level for service request
Result-oriented and good diagnostic skills
Ability to work in a fast-paced environment
Prior experience working with business and reporting applications. Eg. : Salesforce, JIRA, Confluence, Microsoft Office, etc.
Efficient time management and team player
Degree in Computer Science, Engineering or equivalent proven work experience
Alignment with our company's values
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