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Priority Support Specialist

hace 2 meses


Madrid, Madrid, España Acronis A tiempo completo
About the Role

Acronis, a leading provider of cyber protection solutions, is seeking a skilled Priority Support Specialist to join our team. As a key member of our support team, you will play a critical role in ensuring the success of our customers by providing timely and effective technical support.

Key Responsibilities
  • Technical Incident Resolution: Work on resolving various technical incidents for our customers involving software, networking, and hardware environments.
  • Customer Relationship Building: Build and maintain strong relationships with customers, providing them with exceptional support and ensuring their complete satisfaction.
  • Technical Expertise: Stay up-to-date with the latest changes, trends, and technological advancements in the industry, including Cloud, Storage, Virtualization, and Business Applications.
  • Collaboration and Communication: Interact with various departments to analyze and resolve problems, providing technical advice to junior staff members and reviewing technical results.
  • Documentation and Knowledge Sharing: Develop documentation regarding installation, upgrades, support, and compatibility issues, and provide technical guidance to junior staff members.
Requirements
  • Language Skills: Fluent French and English (both oral and written, Upper Intermediate as a minimum).
  • Technical Skills: Network troubleshooting experience, proficiency in deploying and configuring services like DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers, and Windows Server experience.
  • Business Applications: Familiarity with one or more of the following: MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers.
  • Communication and Problem-Solving Skills: Ability to describe technical issues in detail, great communication skills, and customer focus, with the ability to prioritize and switch between multiple issues.
Preferred Qualifications
  • Work Experience: 2+ years of work experience in an applicable industry and role.
  • Linux Experience: Familiarity with Linux operating systems.
  • Awareness of Virtualization: Knowledge of virtualization technologies.