Windows Support Engineer
Veeam Software
San Jose, Costa Rica
hace 8 horas

Job Description

The Veeam Backup and Replication ( VBR ) is a reliable solution that lets us verify the recoverability of backups, recover instantly, and test upgrades in an isolated environment before putting them in production.

The VBR technical support engineer is a trusted role providing technical assistance to fellow IT Professionals, using broad and in-depth troubleshooting skills and product knowledge to solve challenging technical issues.

Your tasks will include :

  • Performing troubleshooting and analysis, including log file investigation;
  • Acting as a technical focal point in relationships to fellow IT Professionals;
  • Taking ownership of the customer problem or issue from the beginning of a support case through resolution, troubleshooting on our end (in Veeam) as well as in 3rd party components from Microsoft and Vmware, checking if the issue is known or unknown if it’s a defect if it’s caused by misconfiguration, correcting it as break / fix scenario and educating the customer by explaining for the process and interaction works;
  • Documenting of all customer interactions accurately and within SLA in our CRM tool.
  • Qualifications

    What we expect from you :

  • Advanced user or administrative level with the following areas : Windows OS 2008(r2) / 2012(r2) / 2016;
  • Practical knowledge of TCP / IP (OS, firewalls configuration) and networking configuration / troubleshooting (NAT, ports, DHCP, DNS);
  • As a plus, UNIX and / or Linux knowledge, VMware ESX(i), Microsoft Hyper-V, Microsoft Exchange server administration, DataBase engines (SQL / Oracle);
  • 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.
  • Additional Information

    All your information will be kept confidential according to EEO guidelines.

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