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April

Junior Customer Support Engineer

Veeam Software - Sydney, NSW

IT
Source: uWorkin

JOB DESCRIPTION

The Junior Customer Support Engineer is to provide basic technical support to Veeam customers using the methods and/or instruction provided by their seniors or supervisor for Veeam products. Collaborating with the international Veeam customer support teams, he/she will effectively communicate with the teams to uphold the quality specified in the Service Level Agreement. 

  • Provide a basic technical level of support communicating with customers via the telephone, and/or via Email
  • Concluding towards probable solutions to the best of your abilities by analysis of customers logs, troubleshooting customers environment, and/or replicating scenario’s in the Veeam support lab of Veeam products; 
  • Communicate with customers to follow instructions and implement solutions, or recommendations towards the customers requirement if they are in sync with Veeam’s best practices; 
  • Building and maintaining positive customer relationships, resulting in a higher than 85% result in positive surveys; 
  • Working as part of a team by monitoring support ticket queues together and processing cases before breaching the service level agreement; 
  • Attending scheduled technical trainings as directed and required by Veeam; 
  • Commitment to progressing and qualifying your attributes towards a Level 2 – Experienced professional Information Technology Employee prior to your anniversary; 
  • Other responsibilities as directed by your direct, or acting manager. 

Qualifications

  • Fluent English (reading/writing/speaking) 
  • Post high-school diploma or Bachelor’s degree in IT or similar 
  • Strong customer service skills 
  • You are familiar at least with some of the following areas:
  • VMware ESX(i); 
  • Microsoft Hyper-V; 
  • Microsoft AD and Exchange server administration; 
  • DB (SQL/Oracle); 
  • Windows OS 2008(R2) and/or 2012(R2) advanced user or administrative level; 
  • UNIX and/or Linux knowledge advanced user or administrative level
  • Practical understanding of TCP/IP (OS, firewalls configuration).