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Technical Support Engineer with German
Cornellà de Llobregat, Spain
At Arcserve we firmly believe our team spirit and our people are the keys to success. As an independent and profitable company that is uniquely positioned in a high growth market with award-winning proven solutions, we are looking for talented individuals to join our team. We are changing the competitive landscape and are growing our business. We’re a leader and a pioneer in the space of data protection, and are focused on serving our customers and partners in everything we do. We’re driven by entrepreneurial spirit and values and believe in professional growth opportunities and work-life balance.
Take ownership of technical customer requests and provide support for a product or solution using telephone, email, communities or chat.
Independently apply acquired technical knowledge and open-ended problem solving methodology to assess increasingly complex problems, analyze root causes, and advise customers on solutions.
Research, analyze, and resolve complex functionality and usability related issues.
Perform troubleshooting by recreating a customer scenario on internal testing equipment with a comparable software configuration.
Understand and accurately document product questions that require in-depth analysis ; determine and pursue the appropriate process to progress the issue to resolution.
Identify complex or high impact issues and coordinate with senior staff where necessary for resolution. Escalate unresolved customer issues to the appropriate subject matter expert or manager according to product line procedures.
Proactively enable customer self-service
Contributes and updates content in the knowledge base, external forums and user communities in order to enable customers to self-serve
Educates the customer on how to leverage self-service resources by demonstrating functionality and best practices
Manage own time to prioritize and balance all assignments.
Maintain knowledge of Support policies, procedures, tools and systems
Proficient customer service skills.
Excellent communication skills; written, verbal.
Ability to perform troubleshooting and apply analytical skills in complex environments.
Possess good teamwork skills.
An ability to handle and resolve high pressure situations.
Sharp troubleshooting and analytical abilities
Understanding of backup concepts and will be beneficial if experienced in any backup application such as Arcserve backup, UDP, HP data protector, Veeam etc.
Good knowledge about Disks, tape libraries.
Network Basics – OSI, IP Address, TCP\IP, UDP, FTP, Ping, Telnet, Netstat, Etc.
Network protocols – Http, Https, SSL, SMTP
Basic knowledge – Active directory (AD), DNS, DHCP, Database, NAS, SAN, ISCSI, FC, Tape library, Other Storage devices, Security, Application Firewall, Network proxy
Thorough knowledge of Windows or Linux environment
Experienced in virtual platform such as Microsoft Hyper-V, VMware or Citrix Xen
full time job: 8h (09.00 - 18.00)
3+Long term contract.
(+34) 93 231 00 00 (ext.190)