Support Engineer
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Job Description
Support Engineer providing technical assistance for StorMagic's edge solutions. Responsible for resolving customer technical issues and ensuring excellent user experience in a remote capacity.
Responsibilities:
- Take ownership of customer issues reported and see problems through to resolution.
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
- Ask customers targeted questions to quickly understand the root of the problem.
- Talk clients through a series of actions, either via phone, email or WebEx/Teams, until they’ve solved a technical issue.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Provide prompt and accurate feedback to customers.
- Ensure proper recording, logging and closure of all issues.
- Prepare accurate and timely reports.
- Document knowledge in the form of knowledge base tech notes and articles.
- Track computer system issues through to resolution, within agreed time limits.
- Follow the SLA for issues with respect to the severity.
Requirements:
- Technical Degree or sufficient industry experience.
- Current VMware VCP or similar technical certifications preferred.
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
- Good understanding of computer systems, servers and other tech products.
- Hands-on experience with Windows/Linux/virtualization environments.
- Working knowledge of virtualization; specifically, VMware, Hyper-V and KVM.
- Familiarity with remote desktop applications (e.g. WebEx) and help desk software (eg. Zendesk).
- Experience with networking; TCP/IP, routing.
- Experience with storage solutions.
- Experience with HBAs/RAID and block based storage; other storage experience advantageous.
- Ability to diagnose and troubleshoot basic technical issues.
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step technical help, both written and verbal.
- Open and shares knowledge; contributes positively and always acting to learn.
- Be data driven, with excellent analytical and problem-solving skills with a strong attention to detail.
Benefits:
- Competitive salary.
- Comprehensive benefits package.
- Flexible working arrangements that respect diverse lifestyles.
- Wellness Initiatives.
- Share Options.
- Home Office Set up.
- Company events as well as regular virtual events to connect with colleagues.
- Opportunities for professional growth and development in a fast-paced, global environment.
- The chance to work with cutting-edge technology in a supportive and collaborative team atmosphere.
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