What You'll Do
- Manage backup and disaster recovery support tickets promptly and document customer
interactions.
- Serve as the first contact with customers who need technical assistance via the phone or
email.
- Perform troubleshooting using different diagnostic techniques and creative thinking.
- Troubleshoot, diagnose, and resolve hardware and software issues for cloud-based and
customer-facing systems.
- Provide quick resolution and excellent customer service.
- Redirect unresolved matters to the next level of support.
- Provide information on related IT products or services.
- Keep records of problems and their solutions.
- Follow up with customers and meet prescribed SLAs.
- Provide feedback on processes and make recommendations on areas to improve.
- Maintain technical documentation and service catalog on the installation of software,
the configuration of hardware, and problem troubleshooting.
- Perform fixes to Windows server and cloud systems.
- Perform post-resolution follow-ups with Level 2 technicians and customers as necessary.
- Assist with other customer issues and internal projects as required.
What Skills & Experience You'll Need
- MUST have Veeam Experience
- Experience in troubleshooting backup storage
- Hands-on experience diagnosing and resolving technical issues using creative problem-
solving skills.
- Strong attention to detail and self-motivation.
- Previous working experience as a support technician for two years in a similar role.
- Intermediate knowledge of Windows operating systemsdesktop and server.
- Bachelor's degree in computer science or a high school diploma and two years of
relevant experience.
- Working experience with service desk ticketing systems, monitoring tools, and patching
tools.
- Knowledge of VMware vSphere and Microsoft Hyper-V.
- Experience working with enterprise backup platformBasic network infrastructure
knowledge (switching, routing, TCP/IP, etc.) and knowledge of Microsoft 365.s is
preferred.
- Ability to follow processes but also think outside the box.
- Excellent organizational, communication, and interpersonal skills.
- Highly customer-oriented and patient.
