Job Summary
Serve as a 2nd or 3rd level support member by managing inbound support requests and facilitating resolution. This position will facilitate, implement, troubleshoot, and problem-solve in support of our customers. This is an opportunity to work in a dynamic and challenging environment. Candidates should be interested in expanding their breadth of knowledge, constantly learning new technologies and processes, solving difficult problems, coming up with creative solutions and thinking well on their feet, all in support of providing excellent customer service.
Job Responsibilities
- Understanding of Windows servers, maintenance and troubleshooting
- The position supports VMWare ESX 7.x, 8.x systems and has experience managing these environments in a production environment.
- Provide troubleshooting assistance remotely via telephone and email on products to field service personnel, distributors, integrators, and customers. Work with other engineers, manage multiple issues with changing priorities and deal with high-pressure situations successfully.
- Provide documentation of all actions taken in the appropriate systems, set expectations with customers and follow up on an action item or activity needed to resolve a problem being experienced by a customer.
REQUIREMENTS:
- 3+ Years relevant experience, Engineering degree in IT/Computer Engineering
- Experience with one or more of the following products and platforms:
- Virtualization (VMware),
- Operating Systems (Linux, Windows),
- Compute/Storage (SAN, NAS)
- Infrastructure Services and tools (e.g., SFTP, Enterprise job management, Monitoring tools).
- Experience with network technologies, TCP / IP, DNS, DHCP etc.
- Good problem-solving skills
- Good communication skills
- Good troubleshooting skills
- Self-motivated and have attention to detail.
- Good English reading, writing and verbal communication skills
- Able to work in early morning hours duty, global operation 7 days x 24 hours
- Strict adherence to company standards and procedures.
SCOPE OF WORK / KNOWLEDGE & SKILLS
Works on issues of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Strong task and time management skills with the ability to prioritize, triage, resolve and escalate in an efficient and effective manner.
