Technical Support Engineer - [J551]

Technical Support Engineer - [J551]

21 nov
|
Loadbalancer.Org
|
Comodoro Rivadavia

21 nov

Loadbalancer.Org

Comodoro Rivadavia

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. This role is entirely remote and will be working alongside skilled and experienced engineers located in various countries across the globe. The role is an ongoing contractor position for an indefinite period. This role is for a 4-on/4-off shift rotation, working between 1 PM and 11 PM (13:00 - 23:00) Argentina time (ART). Technical Support Engineer responsibilities include assisting our customers by investigating and diagnosing issues, reporting bugs & issues to our Development team, building labs environments and product testing for the next release. You will use a mixture of email, chat,

phone and remote support tools to help our customers depending on their preference and the complexity of the situation. This role is unique as we need people with skills in a mixture of backgrounds and disciplines such as Linux, Microsoft (Windows Server & enterprise applications), Networking (TCP/UDP, routing, etc.) and most importantly, must be able to deal with customers in a professional and friendly manner. Our customer support reputation is among the best in the business and that is because we truly care about the problems affecting our customers! We very much encourage the team to collaborate and to work together when fixing issues, it is all about customer satisfaction for us. As well as covering the support desk, you'll also have plenty of time allocated for projects, research and self-directed learning i.e. more of what takes your personal interest. ResponsibilitiesRespond to tickets in the helpdesk,Diagnose and troubleshoot technical issuesAsk customers targeted questions to quickly understand the root of the problemHandle issues in the helpdesk through to resolution, within agreed time limitsTalk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issueProperly escalate unresolved issues to appropriate internal teams (e.g. software developers)Provide prompt and accurate feedback to customersRefer to the internal database or external resources to provide accurate tech solutionsWork with colleagues to jointly investigate issues and share knowledge that may help achieve resolutionEnsure all issues are properly loggedPrioritize and manage several open issues at one timeDocument technical knowledge in the form of notes and manualsMaintain jovial relationships with clients The ideal candidate will possessGreat customer service skillsKnowledge of networking - TCP/UDP, routing, NAT, firewall configuration, etc.Knowledge of Linux operating system: filesystem structure, commands, services, etc.Knowledge of common Microsoft applications such as Exchange, RDS, SharePoint, etc. and Microsoft Windows Server operating systemsExcellent communication skills both written and verbal using English. We work with customers who have different experience levels and so being able to adjust how a question is answered depending on who you are dealing with can be important. Beneficial skillsPrior experience of load balancingScripting capability (Bash, Python, Powershell, etc.)Working knowledge of common virtualisation platforms such as VMware, Hyper-V, etc.Working knowledge of common cloud platforms such as Amazon AWS, Microsoft Azure, etc.An understanding of WAF (mod_security) rules, GSLB, PBR, etc. Personal qualitiesThe ability to work well and collaborate within a team or confidence to take ownership of and progress tasks independently as requiredA "can do" attitude and willingness to be flexible to get the job doneA keen and inquisitive mind, the ability to think outside the box to help our customers BenefitsWorking as part of an outgoing and friendly teamExciting opportunity to develop new skills in a dynamic environment with a global customer base17-days holiday per annumBeing part of a company that truly cares about our customers and staff

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https://www.kitempleo.com.ar/empleo/7066990/technical-support-engineer-j551-comodoro-rivadavia/?utm_source=html

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