Job Description:
The primary responsibility is to provide a superior customer experience through tactical troubleshooting, monitoring, and proactive incident resolution for Flexential's customer environments, specifically focusing on cloud and data protection. It’s vitally important that you are a strong communicator, resourceful, and articulate in communicating identified issues and resolution steps to bring the customer’s incident to a resolved state. A strong combination of technical administration, troubleshooting, communication, and documentation skills is vital to the IT technician role.Key Responsibilities and Essential Job Functions:
- Primary Escalation Point: Act as the primary escalation point for all cloud and data protection service management incidents and requests.
- Incident Resolution: Provide excellent verbal and written support in resolving cloud and data protection incidents with customers.
- Status Updates: Provide concise and clear updates to customer service requests and incidents related to cloud and data protection in a prompt manner.
- Recurring Incidents: Identify recurring cloud and data protection incidents within a customer’s environment; work with the customer to provide solutions for more complex technical issues.
- Documentation: Document resolutions and proactive status updates to cloud and data protection technical issues clearly for customers and team members.
- Technical Guidance: Provide guidance and constant improvement of technical acumen for frontline staff in cloud and data protection.
- Collaboration with Level 3 Support: Work closely with our Level 3 support team to stay current on cloud and data protection technology trends and concepts.
- Process Improvement: Collaborate with customers and teammates to determine improvement areas in cloud and data protection capabilities and processes.
- Urgent Resolution: Resolve cloud and data protection customer requests and incidents with a high sense of urgency and ownership.
- Teamwork: Be a team player focused on collective improvement and growth in cloud and data protection.
- ITIL Best Practices: Align with ITIL best practices in cloud and data protection management.
Required Qualifications:
- Minimum 3 to 5 years of experience working within an IT Support environment
- Technical Knowledge: Strong knowledge of relevant operating systems and cloud/data protection technologies.
- Strong understanding of cloud platforms (e.g., AWS, vCenter, VCD).
- Knowledge of data protection regulations (e.g., GDPR, CCPA).
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Relevant certifications are a plus.
- Zerto Certified Associate
- Commvault Professional Certification
- VMware Certified Professional
Preferred Qualifications:
- Monitoring Tools: Experience using monitoring tools specifically for cloud and data protection (e.g., CommVault).
- Certifications: Relevant certifications such as Zerto Certified Associate Microsoft MCP or MCSA.
- Education: AA, BS, or High School Diploma and actively pursuing an advanced degree in the technology field.
- Command Line Tools: Experience with command line tools such as CMD, Telnet, SSH, GIT, and SCP (Powershell, Bash, or VBScript skills are a plus) for cloud and data protection configurations.
- ITIL Foundations: Familiarity with ITIL foundations.
- Technical Experience: Current experience applying troubleshooting techniques across various cloud and data protection technologies, including:
- Remote Desktop, SSH, FTP
- Microsoft Server Technologies
- VMWare and/or other virtualization technologies
- Linux
- CommVault
Physical Requirements:
- Moderate keyboard usage
- May require extended periods of sitting or standing
Base Pay Range: Hourly salary range offered for this position is estimated to be $31.00 - $35.00. However, the actual pay range depends on each candidate’s experience, location, and qualifications.
Not meeting every single requirement? No problem! We are looking for candidates who possess unique skills that set them apart from the rest. If you're enthusiastic about this role and believe you have the skills and abilities that would make you successful, don't hesitate to apply today!
Benefits of working at Flexential:
• Medical, Telehealth, Dental and Vision
• 401(k)
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• Life and AD&D
• Short Term and Long-Term disability
• Flex Paid Time Off (PTO)
• Leave of Absence
• Employee Assistance Program
• Wellness Program
• Rewards and Recognition Program
Benefits are subject to change at the Company's discretion.
EEO Statement: Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
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What We Do
Flexential empowers the IT journey of the nation’s most complex businesses by offering tailored hybrid IT solutions delivered via the FlexAnywhere™ platform of integrated colocation, cloud, connectivity, data protection, managed and professional services, with three million square feet of data center space in 19 highly connected markets. Our FlexAnywhere™ Solutions allow customers to solve their most complex hybrid IT infrastructure requirements, such as reliability and performance, agility and scalability, and interconnection, seamlessly connecting applications and users.
