Support Engineer I

Support Engineer

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