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Description and Requirements
EMEA ISG Premier Support Engineer
We are excited to announce a newly created position within our Infrastructure Solutions Group (ISG), reporting directly to the EMEA ISG Manager, designed to support our continued growth, investment, and increased visibility in the region.
Your Key Responsibilities will be:
- Serve as the primary contact for ISG hardware, software, and issue resolution, providing real-time technical support through phone, chat, and eTicketing systems.
- Collaborate with Level 1, Level 3, and development teams to resolve complex technical issues efficiently.
- Take ownership of end-to-end case management, ensuring timely problem resolution and smooth case flow.
- Maintain high customer satisfaction by effectively communicating, defusing difficult situations, and accurately documenting incidents, resolutions, and knowledge base updates.
Requirements:
- 3+ years of direct contact center experience in similar Intel and AMD based hardware environments and prior experience as a Level 2 contact center agent
- Experience troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between component and the data flow
- Shift assignment plus weekend and holiday coverage may be required
- Fluent English - written and verbal (any additional languages desirable - written and verbal)
Additional / Preferred Skills:
- Network troubleshooting experience
- Technical knowledge of VMware (VCP-DCV, VCIX-DCV strongly preferred), Microsoft (MCSA and MCSE certifications - server operating systems, infrastructure, and cloud), Red Hat ( RHCSA, RHCE, RHCA - Datacenter, Cloud, High Availability) and SUSE operating systems (SCA, SCE, CLP, Rancher)
- Hyperconverged Technologies: Nutanix (NCA, NCP-MCI, NCM-MCI), Azure, VSAN, etc.
- Containers: Rancher, Kubernetes, Docker, Tanzu
What We Will Offer:
- An open and stimulating environment within one of the most forward-thinking IT companies.
- Flat structures and fast decision-making processes.
- A modern and flexible way of working to combine personal and professional life, working from home.
- An international team with a high focus on Gender Diversity.
- Attractive compensation package.
We are looking forward to discussing this position with you soon!
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
Additional Locations:
* Bulgaria - Sofia-Grad