Title Technical Support Engineer (Cloud & Service providers)
Veeam
Russia
12 часов назад
source : StartUs

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Technical Support Engineer (Cloud & Service providers)

Location RU-Saint-Petersburg Job ID 2018-7873

Overview

Technical support engineer provides support and troubleshooting via telephone, email, and web conferencing.

Responsibilities

  • Responsible for handling new cases according to the Veeam Service Level Agreement (SLA); providing initial support, diagnosing problems and determining the need for escalation
  • Fortify client relationships focused on 100% customer satisfaction
  • Document all customer interactions (emails, calls, etc.) accurately and within SLA in our CRM tool
  • Ensure proper and consistent communication of issue status to customers, sales representatives and senior engineers
  • Perform troubleshooting and analysis, including log file investigation
  • Qualifications

  • Fluent English (reading / writing / speaking)
  • Good knowledge of Windows Server OS and systems administration
  • Good knowledge of TCP / IP
  • Good knowledge of Microsoft SQL
  • Experience with any of the following will be a plus : Linux / vSphere / Hyper-V / Powershell / SAN
  • Experience in troubleshooting will be a plus
  • Demonstrate analytical and problem solving skills
  • Ability to quickly learn, understand and explain technical information
  • Ability and desire to take ownership of client issues through resolution
  • Excellent time management skills
  • Ability to work in a fast-paced environment
  • We offer

  • Modern, energetic multinational working environment
  • Salary ranges depending on skills and expertise; Additional quarterly bonuses to top performers
  • Opportunities for professional growth and promotion; for diligent employees the opportunity to be certified VMCE (Veeam Certified Engineer)
  • Comprehensive training and mentoring system that includes in addition to the training for Veeam products a number of lectures on related areas (virtualization, networking, etc.) - paid as work
  • Access to the internal lab resources based on Vmware vSphere & Microsoft Hyper-V right from the start date
  • Flexible working schedule
  • Regular assessment and salary / positions review (at least once a year)
  • Employment according to the Labor Code of the Russian Federation, white salary, annual leave 28 days + additional time off depending on the work results (up to 12 paid days off per year)
  • An extended medical insurance policy
  • A partial compensation of costs on fitness
  • Free English classes in the office
  • Ability to become a part of football and volleyball Veeam teams
  • Corporate events
  • The relocation package for candidates from other regions (the one-way ticket’s compensation + the relocation allowance in one monthly base pay equivalent)
  • Options

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