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Job Description
OVERALL JOB PURPOSE
As a Technical Support Engineer I with Cloudnexa, your primary responsibility will be to manage customer problems (proactively and reactively), apply patches on customer’s platform, including setting customer expectations, escalating when necessary and documenting product case information.
DUTIES AND RESPONSIBILITIES
- Applies technical knowledge to analyze and use highly technical troubleshooting tools.
- Address all client requests for support in an efficient, courteous, and professional manner.
- Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.
- Remain consistent with communication to clients until issues are resolved by following up on cases that are pending customer/AWS/sales response.
- Strictly adhere to client SLAs in regard to support and communication.
- Build upon existing internal knowledge base as new issues are encountered and resolved.
- Regularly update other shifts teams on all open issues.
- Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.
- Pro-actively manage Customer’s alarms and determine the root cause whenever possible
- Document properly all calls and activities and steps taken in order to solve the customer issue in the ticketing system.
Job Requirements
Behavioral
- Eager to learn and able to keep developing in the future
- Team Player
- Customer focus mindset
- “Can do” attitude
Technical
- Basic understanding of network fundamentals & protocols
- Basic understanding of Virtualization Technologies & Cloud services
- Basic Understanding of Linux OS
- Basic Understanding of Windows OS, Active Directory and LDAP protocols
General
- Bachelor of Engineering, Computer, Communications -OR- Computer science or relevant technical discipline
- Years of Experiences: 0-2
