Technical Support Engineer (English)

Russian FederationSaint-Petersburg

The Tier 1 technical support engineer provides support and troubleshooting via telephone, email and web conferencing.

Language Required

  • English
  • Russian

Responsibilities

  • Responsible for handling new cases according to the Veeam Service Level Agreement (SLA); providing initial support, diagnosing problems and determining the need for escalation
  • Fortify client relationships focused on 100% customer satisfaction
  • Document all customer interactions (emails, calls, etc.) accurately and within SLA in our CRM tool
  • Ensure proper and consistent communication of issue status to customers, sales representatives and senior engineers
  • Perform troubleshooting and analysis, including log file investigation

Qualifications

  • Fluent English (reading/writing/speaking)
  • Familiarity with at least some of the following areas:

VMware ESX(i), Microsoft Hyper-V, Microsoft Exchange server administration, DB (SQL/Oracle), Windows OS 2008(r2) & 2012(r2) advanced user or administrative level, UNIX and/or Linux knowledge, Practical understanding of TCP/IP (OS, firewalls configuration).

  • 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

We offer

  • Modern, energetic multinational working environment

  • Salary ranges depending on skills and expertise; Additional quarterly bonuses to top performers

  • Opportunities for professional growth and promotion; for diligent employees the opportunity to be certified -- VMCE (Veeam Certified Engineer)

  • Comprehensive training and mentoring system that includes in addition to the training for Veeam products a number of lectures on related areas (virtualization, networking, etc.) - paid as work

  • Access to the internal lab resources based on Vmware vSphere & Microsoft Hyper-V right from the start date

  • Flexible working schedule

  • Regular assessment and salary/positions review (at least once a year)

  • Employment according to the Labor Code of the Russian Federation, “white” salary, 28 days paid annual leave + additional time off depending on the work results (up to 12 paid days off per year)

  • An extended medical insurance policy

  • A partial compensation of costs on fitness

  • Free English classes in the office

  • Ability to become part of Veeam football and volleyball teams

  • Corporate events

  • Relocation package for candidates from other regions (one-way ticket compensation, relocation allowance equivalent to one month basic salary)

Ed Cowgill
«Veeam has provided me with incredible advancement opportunities to expand my career into both technical and IT management»
Ed Cowgill
Director, Customer Technical Support, The USA
«Veeam has provided me with incredible advancement opportunities to expand my career into both technical and IT management»

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