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

Language Required

• German
• English

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

Preferred requirements:

• Familiarity with VMware ESX(i), Microsoft Hyper-V, Microsoft Exchange server administration, DB (SQL/Oracle)

We offer:

• Competitive compensation and benefits package
• Modern office with free fresh coffee, fruits and snacks.
• Flexible benefits package which includes premium private health care and dental services for you and your dependents, transportation allowance and parking.
• Wellness program including gym membership, massages in the office and company sponsored sports activities.
• Discount card (AFI Park Club).
• An exceptional mature working environment with cool breakout & play areas and team building activities.
• Training and development opportunities to further progress your career.
• International environment where you can learn from multiple cultures working in the same office.

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