Technical Support Engineer

Client Support Santry, Dublin


Description

Position at j2 Cloud Services

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

The Technical 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.

Key requirements

  • Provide customer support and technical issue resolution via e-mail, phone and other electronic medium.
  • Implement and manage backup solutions including Ahsay, Asigra, DR and LiveVault®
  • Troubleshoot problems backing up and restoring with customer and take or suggest corrective action.
  • Log tickets, defects, enhancements with enough detail to be understood and resolved by others.
  • 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
  • Attempt first call case resolution, software/network troubleshooting and proactive support services.
  • Work well in a team and provide team members support and guidance when required.
  • Share best practices with other team members to enhance the quality and efficiency of support services.
  • Effectively interact with other members of the team to provide solutions to complex technical issues.
  • Perform other duties as requested and within areas of expertise

Key requirements

  • 2+ years 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 server troubleshooting skills
  • In-depth technical knowledge of Windows Operating Systems
  • Working to above average knowledge of Linux, VMware, HyperV, Storage
  • Working knowledge of database technology including MS Exchange and MS SQL Server
  • Basic understanding of concepts of Security, Encryption, Compression, the Cloud, Big Data, File Systems
  • Ability to write SQL queries
  • Experience with backup & recovery preferred
  • Experience with planning or executing system and site recoveries are a bonus
  • Programming experience is a bonus