Support Engineer (L1/L2)(French/Germany)

NAKIVO Inc. is a privately held company that develops data protection and site recovery software for SMB and enterprise market since 2012.

The solution developed by the company, NAKIVO Backup & Replication, is used by over 15,000 companies worldwide to protect their critical data in virtualized and hybrid environments.

NAKIVO has a global presence with over 4,000 channel partners in 140+ countries.

Close to 300 hosting, managed, and cloud service providers are currently using NAKIVOs software to deliver VM BaaS, RaaS, and DRaaS to their customers.

NAKIVO has an impressive track record of 5-star community reviews and over 97% customer satisfaction with support, and has also won a Best of VMworld 2018” Gold Award for Data Protection at VMworld 2018 US. Customers trust us and we aim to deliver on that trust.

Now we are searching for a Support Engineer (L1) to extend our team.

Responsibilities:

• Must be able to clearly communicate via phone, email and instant messaging with end users and technicians.
• Record, maintain and update issues in the Incident Management system.
• Keep customers informed of the status of their requests.
• Resolution of level one issues - Following knowledge base articles and procedures.
• Document and submit problem resolutions to the knowledge database in order to assist other Support personnel with problem resolutions.
• Escalate incidents to level2/level3 support.
• Identify recurring issues.
• One week - four consecutive day shifts of 8 hours at the office from 9AM till 6PM;
• Following week - four consecutive night shifts of 8 hours at the office from 5PM till 2AM;
• Two of four working days per week should always be weekend days either day shift (from 9 AM till 6 PM) or night shift (from 5 PM till 2 AM

Requirements:

• English - Advanced.
• Understanding of the basics of Microsoft Server OS
• Must be customer and detail oriented.

• Available for multiple shifts, including afternoons and/or overnights. work on weekends

Desired Qualifications:

• VMware knowledge.
• 1+ Years of technical support or IT desk-side support.

We offer:

• Interesting tasks.
• Competitive salary.
• Professional growth in a friendly team.
• Flexible working hours.
• Health insurance, perks.

To learn more about our company please follow the link: http://www.nakivo.com