Sr. Technical Support Specialist

About the role

Your Impact As a Senior Technical Support Specialist, you will utilize your knowledge and experience to support our customers / partners as part of a global support team. This involves taking ownership of cases that are raised by email or phone, and working them through to resolution, within our defined SLAs. Daily activities may change with new projects, products, and the needs of the customer. Fluency in languages other than English is beneficial.

Responsibilities

• Diagnose, troubleshoot, and identify/resolve issues related to service and product offerings. This could be at any level: operating system, application, network, hardware level, hypervisor, cloud environment etc.
• Manage multiple customer cases simultaneously, while maintaining high levels of customer satisfaction.
• Ensure all case-related information and activities are accurately documented and provide timely progress updates to customers and account managers to maintain service level agreements.
• Work with Tier 3 and Operations on technical escalations, bugs, and feature requests.
• Working closely within a team.

Requirements

• Active Directory
• Linux Servers
• Hypervisors (Hyper-V, VMware etc.)
• Networking (LAN/WAN