Posted: Tuesday, December 26, 2017 3:10 PM
Job Description Support Engineer OffsiteDataSync, a global provider of cloud services including IaaS, DRaaS, cloud backup and replication is looking to expand our support team. We seek a motivated candidate who enjoys technical challenges working with the latest and best industry technologies to provide our customers with exceptional support. As our first point of contact, you’ll document and analyze customer needs, track escalations, and deliver timely solutions. This is not another call center job, we will grow your skills by helping you gain industry certification and assign you projects critical to the company. This position provides and is designed for your professional growth within the organization. We offer competitive pay and benefits including healthcare, 401k matching, paid time off, and more. Responsibilities: Research, triage, resolve, respond to, and document end user inquiries Follow escalation process to internal and external resources Perform root cause analysis and empower customers to self-help Identify sales opportunities and warning signs of customer churn Monitor application performance Identify and proactively communicate with other departments ensuring the needs of the customer are met Complete special projects with ownership for delivering timely solutions Key Qualities Include: Adaptability and willingness to learn Strong analytical troubleshooting and problem-solving Strong client-facing communication skills and emotional intelligence Detail-oriented with excellent verbal/written communication skills; active listener Responsible, dependable, self-motivated, confident, professional, energetic Excellent work ethic and ability to perform independently and within a team-based environment Qualifications of an ideal candidate: AS / BS in Information Technology or a related degree / industry experience 2+ years experience providing technical customer support Familiarity with Veeam, VMware, Hyper-V, Windows Server 2012/2016, Linux Experience with backup & replication technologies and disaster / recovery planning Experience with troubleshooting network connectivity issues Strong written and verbal communication skills Demonstrated ability to perform well as a self-starter and to manage time productively Demonstrated ability to prioritize workload, and adapt to new processes and procedures Demonstrated history of having a strong customer focus, including experience working with customers directly, and prioritizing customer needs Offsite Data Sync is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. Offsite Data Sync will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business. Company Description OffsiteDataSync is a global provider of cloud services including Infrastructure, Disaster-Recovery, Backup as-a-Service. We have been ranked for three years running by Penton Media as a Top 100 Global Cloud Service Provider and featured as a Top 20 Most Promising DRaaS Provider for 2016 by CIOReview Magazine. Founded in 2000 and privately owned, OffsiteDataSync operates out of four strategically located data centers across North America (NA), Asia / Pacific (APAC) and Europe (EMEA). OffsiteDataSync provides always-on availability with aggressive Recovery Time Objectives (RTOs) and Recovery Point Objectives (RPOs) for every application landscape. OffsiteDataSync solutions meet the complex requirements of HIPAA, PCI/DSS, ITAR, and numerous other legal, medical, financial and governmental regulations.
• Location: Rochester
• Post ID: 34650122 rochester