Support Engineer I

Are you an experienced Support Engineer with a passion for helping customers resolve cloud, server, and back-up related issues? If yes, then this position is right for you

We are a top hybrid cloud solutions provider committed to delivering industry-leading solutions to our customers based on their unique business needs. We specialize in managed cloud, backup, and disaster recovery.

We have a fun, casual culture that embraces fresh ideas and innovation. We’re customer-driven and we are looking for authentic and accountable team players to collaborate with us to reach our goals.

As a Support Engineer, you will work with the support teams to resolve day-to-day support-related issues for our clients. This hands-on role is responsible for resolving alerts/alarms from our monitoring systems and resolving customers' technical tickets while providing a high-touch customer experience to our clients.
Primary Responsibilities:

· Ensure that customer requests are attended to promptly while following appropriate procedures

· Manage multiple tickets, prioritizing work against aggressive timelines

· Work with managers to plan resource availability and distribution of work

· Provide concise, consistent, and effective communication

· Work with supervisor to recommend process enhancements to improve efficiencies and customer experience

· Provide support for Veeam Backup-related issues as well as for Microsoft 365 customers

· Assist in mentoring and training junior engineers

· Participate in an after-hours On-Call support rotation

· Respond to and resolve support tickets related to the on-going management of customer environments

· Operating System Troubleshooting primarily Windows but may also work with Linux-based systems

· Monitor and service client operations, including troubleshooting, patching, updating, and configuring various systems or applications

· Monitor ticket queue, responding and updating, general BaaS and DRaaS inquiries as it relates to client technical support

· Diagnose and resolve reported client incidents, tasks, questions, or problems

· Develop automation to improve current and future processes

· Provide documentation and technical specifications to other team members for maintaining and operating these environments for clients

· Work with other teams VMware, Network, Storage, and Security subject matter experts to improve our service, response, and remediation times

Basic Qualifications:

2 – 3 years of combined experience in cloud technologies or business continuity as a technician, administrator, engineer, or helpdesk team member e.g. VMware, Windows, Hyper-V, and Veeam other backup technologies

Deep knowledge of IT infrastructure components such as virtualization, networking, Data Center Services, Cloud platforms including VMware, AWS, Azure, Backups, and Disaster Recovery

Familiarity with technologies including Windows, Linux, Firewalls, Veeam, VMware, Zerto, and storage systems

Professional communication, problem-solving and organizational skills

Strong time management and prioritization skills

Highly comfortable engaging with external customers at the technical and executive levels

Experience working in Microsoft Office, Teams, Slack, Zendesk and Zoom

Preferred Qualifications:

Professional Certifications e.g., Veaam, MSFT, Networking, and CompTIA

Experience working with work management or ticketing systems e.g., Zendesk, ClickUp, and Zendesk

Experience with Monitoring tools such as Nagios, Icinga, Zabbix, etc.

Strong design-oriented thinking

Experience with VMware, Veeam, and Hyper-V

Previous hands-on experience in DRaaS, BaaS, and virtualization platforms

Ability to articulate complex concepts to cross-functional audiences

Demonstrated ability to adapt to new technologies and learn quickly

High degree of comfort presenting with executives, IT management, and developers

HMO with 1 free dependent upon hire

Life Insurance

20 PTO credits annually

VL and SL cash conversion

Annual Performance-Based Merit Increases and Employee Recognition

Great Company Culture

Career Growth and Learning

Disclaimer:

This job posting is for potential client opportunities and is intended for candidate pooling purposes only. By submitting your application, you are expressing interest in future positions with our clients. This does not guarantee immediate employment or an offer for a specific role.