Premium Services Engineer (24/7 - including nightshift)
Bucuresti, Romania
5 zile în urmă

Responsibilities :

  • Work remotely via phone or TeamViewer to provide complete solutions and service;
  • Perform specific services which include :
  • Software upgrades and installation
  • PC configuration and optimization
  • Troubleshoot software, hardware, network issues & peripherals
  • Remove spyware, adware and other malware
  • Set up security policies;
  • Provide thorough documentation of all work;
  • Handles customer inquiries using live communication platforms (phone, chat, email);
  • Help end users understand the Bitdefender products and services;
  • Create, complete and close helpdesk tickets in accordance with established standards;
  • Maintain skills required for specialization in computing;
  • Actively communicates with other departments to increase and leverage skills;
  • 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. These include, but are not limited to, problems with desktops, notebooks, printers and mobile devices;
  • Handle Helpdesk tickets and workflow, providing timely updates to both clients and tickets on a daily basis;
  • Determine users' technical needs and provide appropriate solutions.
  • Requirements :

  • Experience with customer contact and strong customer service skills;
  • Advanced command of English is mandatory;
  • Experience with Microsoft Windows and MacOS operating systems;
  • 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;
  • Strong interpersonal skills and the ability to work well with different levels of technical knowledge;
  • Strong written and verbal communication skills, ability to multi-task, and ability to communicate and express technical issues in technical terminology.
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