Client Support Engineer

Summary

In 2001, a team of storage industry veterans came together to devise a new approach to the exploding data and virtual infrastructure requirements of the modern business. Together they founded Veristor, a new kind of solution provider with a unique, multi-vendor approach to storage, disaster recovery and virtualization architectures. Over the past 20+ years, Veristor has helped numerous enterprise clients in a variety of industries, including finance, healthcare, government and higher education – and is widely recognized in the industry for its business and technical excellence.

As Veristor continues its growth in the enterprise market, we are seeking an experienced Client Support Engineer to join Veristor’s Managed Services (VMS) team, Level 1 (CSE1) with a focus on providing exceptional communication, information, and support to our customers in a 24×7 environment. As the first point of contact for our customers, the CSE1’s primary goal is to ensure the availability of services for our customers are up and operational. The CSE1 identifies and prioritizes infrastructure, services, business processes and information security events, and establishes the appropriate response to those events and conditions that indicate potential faults or incidents. Light travel may be required for customer deployments and/or on-site configuration of remote equipment. This position may require after hours or weekend work depending on the shift.

Essential Functions

• Prioritize and triage phone, email, and monitoring system incidents within Veristor’s Network Operations Center
• Resolve customer service requests in accordance with Veristor’s methods and procedures
• Monitor the Alarm Board conditions to ensure everything is “always up” and take the appropriate actions if a service is impacted
• Continually monitor incidents and service requests in the ticketing system to ensure that all customers are serviced within a satisfactory time
• Provide timely and detailed escalations to the next level of support within the VMS team
• Provide support for issues within defined areas of responsibilities and thoroughly create/document/track incidents in the ticketing system
• Monitor customer DRaaS and BaaS services
• Ensure proper information transition during shift changes
• Communicating timely and accurate information throughout the incident management process
• Establish a good working relationship with team members and other departments

Job Requirements

• One or more years of experience in a technical customer focused role or equivalent preferred
• Basic Network Troubleshooting skills
• Familiarity with Server Hardware
• Familiarity with Microsoft Windows Server
• Basic knowledge of Microsoft Office products
• Basic server concepts, computer troubleshooting techniques, networking concepts and troubleshooting process
• Basic understanding of virtualization, cloud and data protection concepts
• Excellent verbal and personal skills are required as this position will involve working closely with end user customers, both on and offsite
• Ability to maintain sense of professionalism and urgency in all communications with customers
• Exude a growth mindset
• Ability to adapt to changing priorities based on customer needs
• Strong time management and organizational skills
• Attention to detail
• Ability to collaborate with customer and colleagues
• Willingness to demonstrate accountability