Support Engineer II
Support Engineer II
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Salary Not Disclosed
1 Vacancy
Job Description
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. Our culture is fun and casual embracing fresh ideas and innovation. Were customer-driven and looking for authentic and accountable team players to collaborate with us to reach our goals.
What Youll Do:
As a Support Engineer II 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. You will diagnose and repair issues within client environments of varying sizes (from SMB to Enterprise) across numerous products and this fast-paced role you will have the opportunity to learn many new technologies and work with customers around the world.
Is This You
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!
Primary Responsibilities:
Provide concise consistent and effective communication and ensure timely resolution of client issues
Provide level 2 support for Veeam Backup and Replication and Veeam Backup for Microsoft 365
Provide level 2 support for vCloud Director Hyper-V and other virtualization technologies
Troubleshooting server operating system issues - primarily Microsoft Windows Server but may also work with Linux-based systems (Ubuntu FreeBSD CentOS RHEL)
Manage multiple tickets prioritizing work against aggressive timelines
Work with supervisor to recommend process enhancements to improve efficiencies and customer experience
Assist in mentoring and training junior engineers
Respond to and resolve support tickets related to the on-going management of customer environments
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:
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
Extensive knowledge of various IT disciplines; Virtualization Networking Storage
Hands on experience managing backup and disaster recovery strategies and solutions
Experience with Microsoft Active Directory (on-premises) as well as Azure Identity Management
Experience troubleshooting and diagnosing complex issues involving multiple IT disciplines
Professional communication documentation problem-solving and organizational skills
Strong time management and prioritization skills
Highly comfortable engaging with external customers at the technical and executive levels
Preferred Qualifications:
Professional Certifications e.g. Veeam Microsoft Networking etc.
Experience working with ticketing systems such as Zendesk
Experience with monitoring tools such as Nagios Icinga Zabbix etc.
Experience with VMware Veeam Backup and Replication and Hyper-V
Experience with Microsoft Office 365
Experience working with or for Managed Service Providers
Knowledge of public cloud platforms (IaaS and PaaS) Azure/AWS/GCP
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
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
