Responsibilities
- Take calls from the assigned technology queue and assist customers with their technical queries and issues
- Provide remote assistance to customers with their technical issues & queries
- Maintain personal assigned incident queues, keeping customers updated regularly
- Keep incident backlog and aged calls within defined ranges
- Maintain Customer Satisfaction levels to within or above defined range
Requirements
- Solid technical foundation across areas such as Operating Systems (Wintel or Unix/Linux)
- Solid technical foundation across Networking
- Proven technical experience
- Sound troubleshooting methodology
- Good communication skills
- Customer empathy
Nice to Have
- Experience with On prem hypervisors - VMware, MSFT Hyper-V
- Experience with Containerization - Kubernetes
- Experience with Cloud hypervisors - AWS, Azure, GCP, Nutanix AHV, OpenStack, OCI, OpenShift, RHEV
- Experience with FS - Windows File Systems
- Opportunity to learn and work on challenging technologies like IntelliSnap using storage arrays from vendors like NetApp, Nutanix, Dell EMC, HDS, HPE etc
Additional Information
- Language requirement: German, French, Italian, Portuguese or Spanish
- Engineers address issues end to end - be it Deployment, Configuration, Backups, Archiving, Restores, Replication, Performance benchmarking etc
