Support Engineer I
Support Engineer I
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Salary Not Disclosed
1 Vacancy
Job Description
Are you an experienced Support Engineer with a passion for helping customers resolve cloud server and back-up related issues If yes then this position is right for you!
We are a top hybrid cloud solutions provider committed to delivering industry-leading solutions to our customers based on their unique business needs. We specialize in managed cloud backup and disaster recovery.
We have a fun casual culture that embraces fresh ideas and innovation. Were customer-driven and we are looking for authentic and accountable team players to collaborate with us to reach our goals.
As a Support Engineer you will work with the support teams to resolve day-to-day support-related issues for our clients. This hands-on role is responsible for resolving alerts/alarms from our monitoring systems and resolving customers technical tickets while providing a high-touch customer experience to our clients.
Primary Responsibilities:
Ensure that customer requests are attended to promptly while following appropriate procedures
Manage multiple tickets prioritizing work against aggressive timelines
Work with managers to plan resource availability and distribution of work
Provide concise consistent and effective communication
Work with supervisor to recommend process enhancements to improve efficiencies and customer experience
Provide support for Veeam Backup-related issues as well as for Microsoft 365 customers
Assist in mentoring and training junior engineers
Participate in an after-hours On-Call support rotation
Respond to and resolve support tickets related to the on-going management of customer environments
Operating System Troubleshooting primarily Windows but may also work with Linux-based systems
Monitor and service client operations including troubleshooting patching updating and configuring various systems or applications
Monitor ticket queue responding and updating general BaaS and DRaaS inquiries as it relates to client technical support
Diagnose and resolve reported client incidents tasks questions or problems
Develop automation to improve current and future processes
Provide documentation and technical specifications to other team members for maintaining and operating these environments for clients
Work with other teams VMware Network Storage and Security subject matter experts to improve our service response and remediation times
Requirements
Basic Qualifications:
2 3 years of combined experience in cloud technologies or business continuity as a technician administrator engineer or helpdesk team member e.g. VMware Windows Hyper-V and Veeam other backup technologies
Deep knowledge of IT infrastructure components such as virtualization networking Data Center Services Cloud platforms including VMware AWS Azure Backups and Disaster Recovery
Familiarity with technologies including Windows Linux Firewalls Veeam VMware Zerto and storage systems
Professional communication problem-solving and organizational skills
Strong time management and prioritization skills
Highly comfortable engaging with external customers at the technical and executive levels
Experience working in Microsoft Office Teams Slack Zendesk and Zoom
Preferred Qualifications:
Professional Certifications e.g. Veaam MSFT Networking and CompTIA
Experience working with work management or ticketing systems e.g. Zendesk ClickUp and Zendesk
Experience with Monitoring tools such as Nagios Icinga Zabbix etc.
Strong design-oriented thinking
Experience with VMware Veeam and Hyper-V
Previous hands-on experience in DRaaS BaaS and virtualization platforms
Ability to articulate complex concepts to cross-functional audiences
Demonstrated ability to adapt to new technologies and learn quickly
High degree of comfort presenting with executives IT management and developers
Benefits
HMO with 1 free dependent upon hire
Life Insurance
20 PTO credits annually
VL and SL cash conversion
Annual Performance-Based Merit Increases and Employee Recognition
Great Company Culture
Career Growth and Learning
Disclaimer:
This job posting is for potential client opportunities and is intended for candidate pooling purposes only. By submitting your application you are expressing interest in future positions with our clients. This does not guarantee immediate employment or an offer for a specific role.
Employment Type
Full Time
