Technical Support Engineer

Responsibilities:

* Provide technical support to StarWind Software customers by answering telephone calls (primarily) and replying to emails in line with departmental measures, which includes average call times, call wait times, with a focus on high quality, accuracy and customer satisfaction;
* Document and record all activity and communication with customers over telephone and email according to departmental standards of quality;
* Record all activity in the department’s call logging system, updating cases at least every 3 days in order that progress can be tracked with each customer’s incident, viewed via the customer portal and reports generated for high profile customers;
* Meet or exceed departmental goals for Case Management, Phone and Email response times, and Customer Satisfaction scores;
* Analyse and clarify customer queries though troubleshooting and researching existing knowledgebase articles/known issues;
* Review cases for technical complexity and make recommendations to team members with regards escalation according to departmental Best Practice;
* Participate in departmental projects;
* Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement.

Requirements:

* A bachelor degree in computer science/engineering or equivalent work experience;
* Installation, configuration and troubleshooting of Windows Desktop and Server operating systems;
* Strong support and/or administration experience for enterprise software solutions;
* System administration/support experience in Windows platform NT/2000/2003/XP);
* Solid understanding of virtualization technology (VMware, Hyper-V);
* Handling customer cases via email systems;
* Solid understanding of storage technologies such as NAS, SAN etc.;
* Solid understanding of networking.

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