Technical Support Engineer / Инженер технической поддержки

SUMMARY:

The successful candidate will work within a team of support engineers focused on resolving our customers’ technical issues with Netwrix software, answering questions and other inquires; conducting live troubleshooting sessions; identifying and resolving application or environmental issues.

DUTIES:

  • Provide technical support and implementation assistance to clients that require superior technical expertise;
  • Work with support ticket tracking system (open, reply, update and close support tickets) and answer phone calls from customers;
  • Identify application or environmental issues that occur during evaluation, implementation and ongoing usage;
  • Investigate customers' issues and communicate them to the next level for further resolution if needed;
  • Contribute to the product development based on the customers' common problems and needs;
  • Provide technical consultations and knowledge transfer to sales and technical support reps, including internal product training.

REQUIREMENTS:

  • 1-2 years of experience in technical support or system administration;
  • English - upper-Intermediate/advanced level;
  • Excellent verbal and written communication skills. You know what to say and more importantly, how to say it;
  • Customer service oriented nature;
  • Patience in problem solving and troubleshooting;
  • Ability to quickly learn, understand and explain technical information;
  • Ability to communicate technical information clearly and concisely via e-mail and phone.

THE FOLLOWING IS A PLUS:

  • General programming skills (e.g. scripts);
  • Software testing experience;
  • Experience working with Microsoft technologies (Active Directory, Exchange, Group Policy, SQL Servers and Reporting Services, etc).
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