Veeam

  • 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)

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