Technical Support Engineer (Cloud & Service providers)

JOB SUMMARY:

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

DUTIES AND 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

THE IDEAL CANDIDATE WILL POSSESS THE FOLLOWING:

• 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)

For more information, please, write to me by e-mail: anastasia.anufrieva@veeam.com