Technical Support Engineer

Client Support Santry, Dublin


Description

Position at j2 Cloud Services

Our Mission:

We’re on a mission to protect our customers’ data, 24/7, from anything — natural disasters, cyber theft, human error, system corruption. If disaster does strike, we’re there — at a moment’s notice — to restore everything.

Overview:

KeepItSafe is looking for a Technical Support Engineer to join our team in Dublin, Santry. The Support Engineer will manage a diverse and complex scope of support issues directly related to the use, support and implementation of server backup and recovery.

Together with our KeepItSafe® team, you will support our mission by managing a diverse and complex range of support issues directly related to the use, support and implementation of server backup and recovery. 

You will be joining a small team in Dublin, but will also be part of a broader global backup support team with offices in Oslo, The Netherlands, Copenhagen, LA and Boston.

Key duties:

  • Provide customer support and technical issue resolution via e-mail, phone and other electronic medium
  • Implement and manage a variety of backup and disaster recovery solutions
  • Troubleshoot problems backing up and restoring data customers and take corrective action
  • Clearly document tickets, defects and enhancements 
  • Prioritize issues and manage time effectively, taking accountability for resolving customer issues
  • Perform timely escalation of support related issues to various departments for further analysis and resolution
  • Perform software and network troubleshooting as part of a proactive support service
  • Work well in a team and provide colleagues with guidance when required
  • Share best practices with other team members to enhance the quality and efficiency of support services
  • Collaborate with other members of the team to provide solutions to complex technical issues

Key requirements:

  • 1+ year of experience in software support, providing support by phone, email and chat 
  • Excellent customer service skills
  • Aptitude for solving problems and acting on own initiative.
  • Networking and Windows server troubleshooting skills
  • In-depth technical knowledge of Windows Operating Systems
  • Working knowledge of database technology including MS Exchange and MS SQL Server
  • Understanding of concepts of encryption, compression, the cloud, file systems
  • Experience with backup & recovery an advantage
  • Norwegian/ Danish speakers would be ideally required.

About KeepItSafe and J2 Global

KeepItSafe® is part of J2 Global’s Business Cloud Services Division, serving tens of thousands of customers with professional Cloud Backup solutions around the world. We operate advanced backup platforms from 27 data centers in 11 countries across 3 regions, making us a global leader in the field. In addition to providing industry leading brands and solutions, we ensure that our customers minimize their investment in necessary expenses for the backup of their vital data, and to provide them with 24/7/365 first-class support by highly skilled engineers.

J2Global Inc. JCOM-(NASDAQ) provides Internet services through two segments: Business Cloud Services and Digital Media. Founded in 1995, j2 Global, Inc. is the result of a marriage of a revolutionary patented suite of services and a financially strong and disciplined organization.

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