Technical Support Specialist

2 weeks ago

Bucharest, Bucureşti, Romania Recrumind Full time 104,000 - 130,878 per year

The Technical Support Specialist delivers broad technical assistance across various customers, products, services, or projects. This role involves tasks such as guiding customers through account setup, troubleshooting configuration problems, explaining product or service usage, and providing any additional support they may require.

Responsibilities:


• Monitor events/alerts and resolve or escalate to the appropriate team


• Gather/establish required information for handling customer issues


• Manage customer expectations regarding estimated response times for issue

resolution


• Resolve issues via phone, email, chat


• Meet SLAs like response and resolution times by working other tiers


• Extensively research and document customer technical issues


• Collaborate with Technical Support team members to properly manage customer

inquiries and escalate when appropriate


• Own customer technical issues from initial report to resolution, communicating with

customers regularly regarding issue status


• Run monitoring reports for usage, performance and/or availability

Required Qualifications:


• Average / General experience in managing Linux systems (redhat, centos, debian/

ubuntu (install, setup, configuration, lifecycle management: updates/patching, backup/

dr, etc.))


• General experience in managing Windows systems (install, setup, configuration,

lifecycle management: updates/patching, backup/dr, etc.)


• Detailed knowledge of networking protocols and troubleshooting: DNS, HTTP, SSL, TCP


• Experience operating and troubleshooting email services and SMTP


• Excellence in technical communications with both technical and non-technical peers


• Strong analysis and troubleshooting skills and experience


• Minimum 3 years of Linux experience Multi Tasking Skills


• Advanced English skills (reading, writing and speaking)

Nice to Have:


• Bachelor's Degree in Computer Science, Math, or related discipline, or equivalent work

experience


• Past experience (1-2) as a systems administrator, network engineer, or cloud engineer

or similar technical position/role


• Customer service experience / strong customer focus

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