We have an opportunity for a Technical Support Specialist who will secure application support for a portfolio of global products, working with customers across the globe.

This is a long term contract (CIM) with an option to work from anywhere in Romania.

The employer (our client) is a leading product technology company based in UK, trusted by half of Fortune 100 companies to build safe and effective digital workspaces. 

The company employs a development and support team in Romania, that works under a "follow the sun" model alongside other technical teams in Europe, US or Asia Pacific.

Products range from AI-powered Internet filtering for schools to classroom management software for digital learning and remote access solutions. 

All products sit at the intersection of web, networks, OSs & devices - they support major OS platforms, Windows PCs and laptops, Chromebooks, Macs, iPads and Android devices.

As a Technical Support Specialist, you'll be responsible for the diagnosis and resolution of incident requests from customers. You'll prioritize incidents effectively, quickly resolve them or escalate to the appropriate teams.

Your main responsibilities will revolve around the following:

• Provide technical assistance for all customers and products, as part of a larger international support team.

• Complete, accurate and timely logging into appropriate systems for all incidents/support requests.

• Use phone, Live Chat and Email to respond and support.

• You'll own the ticket and aim to achieve high customer satisfaction scores.

• Provide general product information and configuration support.

• Review manuals, release notes and patch documentation for possible issue resolution.

• Follow established escalation procedures whenever necessary.

• Utilize secure remote technologies to assist with technical queries.

• The role will cover US hours, therefore it takes your availability to work during evening/nights, with occasional scheduled rotations on weekends (compensated with a % and corresponding free time).

To thrive in this role, you'll need to have:

• Solid knowledge and experience using Windows Server estates;

• Skills on configuration and troubleshooting Microsoft technologies such as Active Directory, Group Policy, server networking configuration;

• Switch and router configuration;

• Troubleshooting networking technologies such as packet routing, TCP/IP, DNS.

• Experience writing technical knowledge base articles and standard operating procedures;

• A customer and solution oriented approach, with a positive and calm outlook;

• Nice to have: Android, Chromebook, iPad and/or Apple Mac administration expertise;

• English at an advanced level. Any other second language (German, French, Spanish) is a plus.

Why you should consider this role?

• Long term contract in Romania (CIM only);

• You'll be able to work remotely from anywhere - the company has an office in Bucharest, for those candidates who prefer any hybrid or onsite options.

If you feel you still need to fill some gaps for this position don't give up, let's talk first.

If interested: send your resume to recruitment@itworx.roand we'll reach out to you shortly.

Else: you can refer a friend.