Descriere- Primary responsibilities include providing Level 2 technical support to Bitdefender Enterprise customers according to a set SLA or urgency, via email, phone or remote, which includes: MSP partners, country partners, and direct customers. - Analyze customer environments that range from small business (50 devices) to large companies (75000+ devices) to adapt security policies that best fit their needs - Investigate advanced logs to identify issues (Linux logs, Windows logs, MAC OS logs, MongoDB logs, product specific logs, etc.) - Testing/replicating technical issues and design a plan to resolve them, or through rigorous tests, provide a workaround, or report them - Performing research, testing, and troubleshooting for challenging new/unknown issues - Setting up environments to mimic customer's system configuration in locally maintained virtual environment - Evaluate/qualify issues/requests and report them (bugs, feature requests) - Investigate/evaluate and report network level cybersecurity incidents - Author technical material for internal publication

- Second level support for company locations around the globe- Create/Install virtual machine using VMware vSphere- Update with the latest patches the virtual machines- Continuous monitoring of all virtual machines- Continuous monitoring of active applications in company locations using Icinga 2 tool - Troubleshooting in UNIX based environment- Monitor DB environments with Sybase- User Management in UNIX and Windows environment- Create/Modify user mailboxes, shared mailboxes, distribution groups, address lists in Exchange Management Tool

Duties:-Provide technical assistance and support related to computer systems and software-Respond to queries, determine and implement solutions, via phone or OTRS ticketing System. -Create users /Modifying users,Managing users access in Active Directory and internal software-Manage and troubleshoot users/servers/applications/printers in Citrix AppCenter-Create/Modify/Backup and Restore operations for databases/files-Create/Modify user mailboxes, shared mailboxes, distribution groups, address lists -Run diagnostic programs and troubleshoot problems

Duties- Providing technical support over the phone to all IT users.- Handling incoming incidents via the phone promptly and effectively. - Diagnosing and resolving a wide range of technical issues over the phone, or via Salesforce ticketing system. - Take ownership of a call and seeing it through to closure.- Escalating calls and issues where necessary to senior managers & team leaders.- Ensuring that all call details are captured and entered in the logging software.- Answering & responding to all calls & requests within agreed time scales.- Provide troubleshooting and configuration support for client desktop.