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Technical Support Engineer, Priority Team
hace 3 meses
Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are looking for a Technical Support Engineer who is ready to join our mission in creating a #CyberFit future
The Technical Support Engineer with German will function as the main support technical expert in specific Company's products or services. Be the person responsible for resolving the customers' technical incidents using your own expertise and extensive cooperation with the Company's Engineering departments. Craft solutions, submit bug reports, coordinate complex tasks with other teams (Engineering, QA, DCO, Product Management), communicate with the customers to their complete satisfaction.
WHAT YOU'LL DO
Focus on fast and effective technical issues troubleshooting involving various software, networking and hardware environments.
Perform technical analysis of customer issues and define a plan for fixing them.
Direct involvement with the product and engineering teams.
Provide technical advice to junior staff members and review technical results, evaluations and analyses.
Create Knowledge Base articles, best practice guides and other documentation.
WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)
Fluent German and English (both oral and written, Upper Intermediate as a minimum).
Ability to describe the details of technical issues in all their complexity when needed.
2 or more years of work experience in an applicable industry and role are a plus.
Great communication skills and customer focus, ability to prioritize and switch between a variety of time-sensitive issues.
Responsible and quick to decide and act.
Network troubleshooting (know how to use Wireshark, tcpdump, iperf; experience with deploying and configuring services like DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers).
Windows Administrator.
Linux Administrator is a plus.
Virtualization experience is a plus.
Business applications (should be familiar with one or more of the following: MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers).
Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues.
Strong internal customer focus with a desire to learn all aspects of the business.
High level of discipline, attention to detail, and ability to meet deadlines in a fast-paced environment while still maintaining a high level of accuracy.
Strong written and verbal communication and interpersonal skills.
Outstanding organizational, problem solving, and multi-tasking skills.
Team-player and positive attitude, eager to do more and help out, views challenging situations as opportunities.
Self-motivated, proactive, and able to work with minimal supervision.
*Please submit your resume and application in English
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