[Hiring] Escalation Engineer @Assured Data Protection

Role Description

We are looking for a bright, enthusiastic individual to join our technical support team (night shift 10pm-6am) as an L4/ Escalation engineer. Responsible for providing advanced technical skills across the majority of disciplines detailed below, including hardware, software, and network-related issues, this position is primarily home-based with the exception of your initial on-boarding and training (daytime hybrid) and occasional travel to our other offices as per mutual agreement.

• Provide advanced technical support for backup and recovery systems, including hardware, software, and network-related issues.
• Collaborate with other support teams to resolve complex incidents and service requests.
• Troubleshoot and resolve issues related to backup and recovery software, network, and disk storage.
• Ensure that backup and recovery systems are operating within defined SLAs.
• Document incidents and service requests in the helpdesk system.
• Provide guidance and training to lower tier support team members and act as a senior escalation point.
• Assist in the deployment and configuration of new backup and recovery hardware and software.
• Communicate with customers on a technical level to provide immediate resolution where possible; ensuring tickets are managed and progressed correctly within the appropriate SLAs.
• Develop and maintain internal documentation.
• Liaising with suppliers and vendors in relation to customer related issues.
• Become a subject-matter-expert for one or more of our products or services and be a key reference point for both support and other teams.

Qualifications

• Minimum of 5 years of experience in a technical support role with a focus on backup and recovery systems.
• Highly customer centric with a passion for providing excellent customer service.
• Experience of working within a busy customer environment, preferably in a technical and/or service provider area.
• Strong interpersonal and communication skills; tactful, diplomatic and sympathetic when dealing with customer problems.
• Strong analytical skills.
• Proactive and forward-thinking approach with the ability to respond and decision make autonomously.
• Confident with the ability to interact with members of all support teams including team leaders, managers and directors.
• Experience in understanding and diagnosing technical problems at an enhanced level.
• An eye for detail, preventing any tickets from breaching SLAs.
• A willingness to learn and not be afraid to get involved in unfamiliar areas of technology.
• Excellent time management/organisational skills; being able to work well in critical or high-pressure situations often single-handedly.
• Strong technical expertise in server, network and disk storage systems.
• Experience with enterprise backup and recovery systems such as Rubrik, Veritas NetBackup, Commvault, or Veeam a major advantage.
• Experience with virtualization technologies such as VMware, Nutanix or Hyper-V.
• Experience with Cloud Technologies.
• Knowledge of storage area networks (SANs) and network-attached storage (NAS).
• Excellent communication skills and the ability to interact with end-users at all levels.
• Experience with ticketing systems and SLAs.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Requirements

• Demonstrate deep knowledge of at least some of the following technologies:
• Data Management technologies (Rubrik, Veeam, Commvault, Nutanix etc).
• Performance troubleshooting for compute, network or storage bottlenecks.
• A solid grasp of IP and subnetting.
• An understanding of ethernet, switching, cabling and patching.
• Windows Servers.
• Linux/Unix Servers.
• VSphere Servers.
• Hyper V Servers.
• Nutanix Servers.
• SQL servers (any variety).
• Switches.
• Firewalls.
• SAN, NAS or DAS Raid Arrays.
• Public Cloud infrastructure, e.g., Azure, AWS, GCP.

Benefits

• Hybrid working options for flexibility.
• Regular team-building and off-site company events.
• A dynamic, inclusive, and collaborative work environment.