The Support Technician 1 works within our Backup and Disaster Recovery team to provide technical support for backup and disaster recovery systems and serves as the first contact for customers via phone or email.
Manage backup and disaster recovery support tickets promptly and document customer interactions.
Serve as the first contact with customers who need technical assistance via the phone or email.
Perform troubleshooting using different diagnostic techniques and creative thinking.
Troubleshoot, diagnose, and resolve hardware and software issues for cloud-based and customer-facing systems.
Provide quick resolution and excellent customer service.
Redirect unresolved matters to the next level of support.
Provide information on related IT products or services.
Keep records of problems and their solutions.
Follow up with customers and meet prescribed SLAs.
Provide feedback on processes and make recommendations on areas to improve.
Maintain technical documentation and service catalog on the installation of software, the configuration of hardware, and problem troubleshooting.
Perform fixes to Windows server and cloud systems.
Perform post-resolution follow-ups with Level 2 technicians and customers as necessary.
Assist with other customer issues and internal projects as required.

Requirements

Previous working experience as a support technician for two years in a similar role.
MUST have VEEAM experience
MUST know how to troubleshoot backup/storage
Hands-on experience diagnosing and resolving technical issues using creative problem-solving skills.
Strong attention to detail and self-motivation.
Intermediate knowledge of Windows operating systems—desktop and server.
Bachelor's degree in computer science or a high school diploma and two years of relevant experience.
Working experience with service desk ticketing systems, monitoring tools, and patching tools.
Knowledge of VMware vSphere and Microsoft Hyper-V.
Experience working with enterprise backup platforms is preferred.
Basic network infrastructure knowledge (switching, routing, TCP/IP, etc.) and knowledge of Microsoft 365.
Ability to follow processes but also think outside the box.
Excellent organizational, communication, and interpersonal skills.
Highly customer-oriented and patient.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

VEEAMtroubleshootingbackup/storageWindows operating systemsVMware vSphereMicrosoft Hyper-Venterprise backup platformsnetwork infrastructureTCP/IPMicrosoft 365

Soft Skills

creative problem-solvingattention to detailself-motivationorganizational skillscommunication skillsinterpersonal skillscustomer-orientedpatience

Certifications

Bachelor's degree in computer sciencehigh school diploma