System and Storage Support Engineer

• Provide Level 2 Support for issues related to systems and Storage, with the ability to resolve approximately 80% of system-related Tickets reported by customers.
• Receive, record, track, analyze, and resolve System Problems, Incidents, Issues, Requests, and Queries reported by users via telephone, email, or Ticket in accordance with SLA standards.
• Perform Proactive Maintenance, including installing the latest Firmware and Patch versions, to ensure system stability and security.
• Coordinate closely with Vendors to execute, track, and resolve Technical Support Cases, as well as ensure that problems are resolved and Cases are closed correctly.
• Provide services and respond to Tickets within the specified timeframe to ensure customer satisfaction.

Qualifications:

• Good command of English in both writing and communication.
• Bachelor's degree in Computer Engineering, Computer Science, or a related field.
• Good knowledge and experience in VMware, Veeam, and Datto.
• Knowledge of Microsoft Enterprise products such as Microsoft 365 (M365), Active Directory, Windows Server, and Hyper-V.
• Knowledge of Backup, Troubleshooting, and Problem Resolution for Servers on VMware Virtual Infrastructure.