Technical Support Engineer (VTS)

Its fun to work in a company where people truly BELIEVE in what theyre doing!

Job Description:

Essential Responsibilities Of Your Role:

Responding to inbound Billing and Technical service requests over the phone and email per day directly with customers.

Accurately and efficiently log all issues and status updates in our internal tracking system.

Understands clients business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.

Evaluate and provide resolution for complex customer Billing inquiries.

Identify root cause(s) and diagnose as software defects misconfiguration content issues or end user issues.

Supporting multiple cloud solutions (I.e. Symantec Acronis Dropbox Microsoft O365).

Contributing to the development of service desk processes and procedures.

Interacts closely with various departments and vendors to provide timely resolution on issues.

Handling support requests from resellers by staying on top of new features and enhancements and being a subject matter expert and providing diagnoses and issue resolution on our Platform.

Triaging to internal and external teams pushing for resolution within OLAs by being the Customer advocate with Engineering Development and 3rd party Vendor teams

Monitoring systems and handling events proactively recognizing and acknowledging alerts responding to alerts or emergency issues within 5 minutes during working hours (Event Management)

Act as first responders to service outages and performance degradation by moderating conference calls and engaging Triage teams to restore service in the shortest time possible (Incident Management)

Drive operational efficiency and improvements

* Note: This is not a complete list of tasks.

Knowledge Skills and/or Abilities You Need To Have:

Must have excellent verbal and written communication skills as well as excellent analytical and problem-solving skills.

Strong knowledge of Microsoft O365.

Ability to prioritize user requests effectively and manage user expectations.

Ability to balance attention to detail with expeditious execution in a fast-paced environment working.

Passion for driving exceptional customer experience.

Previous experience troubleshooting and debugging SaaS cloud solutions is an asset.

Ability to work through ambiguity and thrive in a rapidly changing business environment.

Understanding of related terminology and concepts

Strong analytical and problem-solving skills.

Must be available to work weekends and after hours as needed.

High school diploma (or equivalent) required. Secondary degree preferred.

2 years of experience working in capacity of Technical Support or similar

Experience working with Webservers and Databases Apache IIS MySQL MSSQL and PostgreSQL

Strong knowledge of Application Protocols DNS HTTP HTTPS (SSL) FTP

Basic understanding or experience working on Linux environments

General understanding of technologies on Apis webservice: JSON REST OAuth..

Flexibility working some weekends and later hours to help fulfill a 24x7 business

Passion for providing exemplary customer service strong customer focus

Eager to learn new technologies

Good verbal and written professional communication fluent in French & English.

Self-motivated and proactive in performing duties

Attention to detail

Teamplayer Nice to have. Exposure to:

ITIL certification

Microsoft Azure certification

Hands-on experience with Cloud platforms such as Microsoft Azure AWS or GCP

Programming/scripting experience on at least some of the following: Bash Python PowerShell PHP Knowledge of SQL

Exposure to virtualization and orchestration technologies such as Docker and Kubernetes

Experience with JIRA and Confluence

* This is not a complete listing of the job duties. Its a representation of the things you will be doing and you may not perform all these duties.