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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.
- 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.
- 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.