Endpoint Security Support Engineer

Bitdefender

Bucharest, Romania

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, NFS, 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.