Veeam

  • Customer Support Engineer Tier 1

    Location RU-Saint-Petersburg
    Job ID
    2017-5140
  • 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.
    • 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).
    • Familiarity with at least some of the following areas:
      • Microsoft Exchange server administration
      • DB (SQL/Oracle)
      • Windows OS 2008(r2) & 2012(r2) advanced user or administrative level
      • UNIX and/or Linux knowledge
      • Practical understanding of TCP/IP (OS, firewalls configuration).
    • 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.
    • Work schedule: 4-day week including Saturday and Sunday. (40 Hours).
    • 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.

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