Enterprise Support Team Leader L3
Bitdefender
Bucharest, Romania, RO
3 zile în urmă

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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