About the role
Bitdefender is a cybersecurity leader delivering best-in-class threat prevention, detection, and response solutions worldwide. Guardian over millions of consumer, enterprise, and government environments, Bitdefender is one of the industry’s most trusted experts for eliminating threats, protecting privacy, digital identity and data, and enabling cyber resilience. With deep investments in research and development, Bitdefender Labs discovers hundreds of new threats each minute and validates billions of threat queries daily. The company has pioneered breakthrough innovations in antimalware, IoT security, behavioral analytics, and artificial intelligence and its technology is licensed by more than 180 of the world’s most recognized technology brands. Founded in 2001, Bitdefender has customers in 170+ countries with offices around the world. For more information, visit https://www.bitdefender.com
Bitdefender is seeking a talented and dedicated Endpoint Support Engineer to join our innovative team.
As an Endpoint Support Engineer, you will be responsible for ensuring high-quality technical assistance for the Bitdefender business clients worldwide, 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 Bitdefender experts, in a youthful and competitive environment, which will enrich your experience and broaden your perspective.
Responsibilities
- Ensure Level 2 Support via email, phone and remote assistance for Bitdefender 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 Bitdefender customers
- Propose improvements related to procedures, workflows etc.
- Timely and accurate reporting on status for assigned tasks
- Work in 8 hours shifts, 24x7.
Technical Requirements
Minimum 2 years of professional experience (technical support field) in the following areas:
- Advanced knowledge of Windows Desktop and Windows Server operating systems: Active Directory, DNS, DHCP, IIS, Group Policy, Terminal Services, Microsoft Exchange, Sysinternals Suite, Firewalls.
- Medium knowledge of Linux or Unix Administration - installation, maintenance, upgrade, networking
- Basic knowledge of Virtualization Infrastructure Administration: VMware ESXi, Microsoft Hyper-V. Citrix Xen Server knowledge would be a plus.
- Advanced knowledge of TCP/IP Networking concepts and hands-on experience
- Understanding of endpoint and network security (firewalls, intrusion prevention systems, and other network security solutions)
- Experience with basic command line/batch file scripting commands
- MacOS experience is a plus: installation, administration, troubleshooting.
- Antimalware products administration is a plus
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
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