Virtualization Backup Engineer

Technical Customer Support is our customers’ “hotline.” This is a department that has revolutionized the way we think about technical support. They face the challenging reality of one-on-one support and leave our customers with a positive impression, providing invaluable feedback to developers and testers.

Veeam Backup and Replication (VBR) is a reliable solution that lets us verify the recoverability of backups, recover instantly, and test upgrades in an isolated environment before putting them in production. The VBR technical support engineer is a trusted role that provides technical assistance to fellow IT Professionals, using broad and in-depth troubleshooting skills and product knowledge to solve challenging technical issues.

We are now looking for a Virtualization Backup Engineer who will support the Veeam Backup and Replication solution.

Your tasks will include:

• Performing troubleshooting and analysis, including log file investigation
• Acting as a technical focal point in relationships to fellow IT Professionals
• Taking ownership of the customer problem or issue from the beginning of a support case through resolution, troubleshooting on our end (in Veeam) as well as in 3rd party components from Microsoft and Vmware, checking if the issue is known or unknown if it’s a defect if it’s caused by misconfiguration, correcting it as break/fix scenario and educating the customer by explaining for the process and interaction works
• Documenting of all customer interactions accurately and within SLA in our CRM tool

What we expect from you:

• Fluent English (reading/writing/speaking)
• Fluent in Mandarin 
• Advanced user or administrative level with the following areas: Windows OS 2008(r2)/2012(r2)/2016
• Practical knowledge of TCP/IP (OS, firewall configuration) and networking configuration/troubleshooting (NAT, ports, DHCP, DNS)
• As a plus, UNIX and/or Linux knowledge, VMware ESX(i), Microsoft Hyper-V, Microsoft Exchange server administration, DataBase engines (SQL/Oracle)
• Ability to quickly learn, understand and explain technical information
• Ability and desire to take ownership of client issues through resolution
• Excellent time management skills
• Ability to work in a fast-paced environment

We offer:

• Annual flexible spending allowance for health and well-being
• Income Protection
• Increase in superannuation contribution
• Employee Assistance Program
• Veeam Care Days – additional 24 hours for your volunteering activities
• Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (Percipio, Athena, O’Reilly) and mentoring through our MentorLab program

Please note: If the applicant is permanently located outside Australia, Veeam reserves the right to decline the application.

#LI-IU1