The Enterprise Support and Services Department is looking for a youthful and enthusiastic member!

As an Enterprise Support Engineer, you will be responsible for ensuring high-quality technical assistance for Bitdefender business clients worldwide, within the required performance and SLA requirements. You will act as a liaison between Bitdefender and its existing customers.

The provided services 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 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 1st and 2nd Level of 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
• Field work for customers located in Indonesia
• Perform virtual environment analysis and information gathering on client infrastructure for deploying Bitdefender Enterprise solutions and deliver these details in the Statements of Work
• 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

Technical Requirements

Minimum 2 years of professional experience (technical support field) in the following areas:

• Server virtualization: VMware ESXi, Citrix Hypervisor, Microsoft Hyper-V, RHEV, Nutanix
• Virtual Desktop & App Infrastructure: Citrix App and Desktop Virtualization, VMware Horizon
• Windows Server Family administration: AD, DHCP, DNS, Remote Services, Exchange
• Windows Desktop Family administration: Windows 7/8/10
• Software containers and automation: Docker, Kubernetes
• Solid knowledge of networking concepts and hands-on experience
• Cybersecurity products and services

Language Requirements

• English and Indonesian verbal and written communication skills. Other languages 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

Seniority level

Associate

Employment type

Full-time

Job function

IT Services and IT Consulting and Software Development