Support Technician Level 1

Seidotech Solutions Corp.; Philippines; On-site; PHP 100,000 - 400,000; Full time

Job summary

A technology support company in the Philippines is seeking a Support Technician to manage backup and disaster recovery support. The ideal candidate should have two years of relevant experience and proficiency in Veeam, troubleshooting, and excellent customer service skills. This role involves providing technical assistance and resolves issues for cloud-based systems while maintaining technical documentation and service catalog.

Qualifications

• MUST have Veeam Experience.
• Experience in troubleshooting backup storage.
• Previous working experience as a support technician for two years.

Responsibilities

• Manage backup and disaster recovery support tickets promptly.
• Perform troubleshooting using different diagnostic techniques.
• Troubleshoot, diagnose, and resolve hardware and software issues.

Skills

Veeam Experience

Troubleshooting backup storage

Creative problem-solving skills

Attention to detail

Customer service orientation

Education

Bachelor's degree in computer science or high school diploma with relevant experience

Tools

Service desk ticketing systems

VMware vSphere

Microsoft Hyper-V

Job description

What You’ll Do

• Manage backup and disaster recovery support tickets promptly and document customer interactions.
• Serve as the first contact with customers who need technical assistance via the phone or email.
• Perform troubleshooting using different diagnostic techniques and creative thinking.
• Troubleshoot, diagnose, and resolve hardware and software issues for cloud-based and customer-facing systems.
• Provide quick resolution and excellent customer service.
• Redirect unresolved matters to the next level of support.
• Provide information on related IT products or services.
• Keep records of problems and their solutions.
• Follow up with customers and meet prescribed SLAs.
• Provide feedback on processes and make recommendations on areas to improve.
• Maintain technical documentation and service catalog on the installation of software, the configuration of hardware, and problem troubleshooting.
• Perform fixes to Windows server and cloud systems.
• Perform post-resolution follow-ups with Level 2 technicians and customers as necessary.
• Assist with other customer issues and internal projects as required.

What Skills & Experience You’ll Need

• MUST have Veeam Experience
• Experience in troubleshooting backup storage
• Hands-on experience diagnosing and resolving technical issues using creative problem-solving skills.
• Strong attention to detail and self-motivation.
• Previous working experience as a support technician for two years in a similar role.
• Intermediate knowledge of Windows operating systems—desktop and server.
• Bachelor's degree in computer science or a high school diploma and two years of relevant experience.
• Working experience with service desk ticketing systems, monitoring tools, and patching tools.
• Knowledge of VMware vSphere and Microsoft Hyper-V.
• Experience working with enterprise backup platform.
• Basic network infrastructure knowledge (switching, routing, TCP/IP, etc.) and knowledge of Microsoft 365 is preferred.
• Ability to follow processes but also think outside the box.
• Excellent organizational, communication, and interpersonal skills.
• Highly customer-oriented and patient.