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Descrição

Job Description

 

  • Responsible for handling new cases according to the Veeam Service Level Agreement (SLA); providing initial support, diagnosing problems and determining the need for escalation for clients in the US. 
  • Fortify client relationships focused on 100% customer satisfaction 
  • Document all customer interactions (emails, calls, etc.) accurately and within SLA in our CRM tool 
  • Ensure proper and consistent communication of issue status to customers, sales representatives and senior engineers 
  • Perform troubleshooting and analysis, including log file investigation 

Qualifications

  • English Bilingual a MUST
  • System administration skills
  • Strong TCP/IP knowledge 
  • Billingual English and Portuguese
  • Strong knowledge of Linux-based OS (booting, initialization systems, package management, kernel modules management, process management, OS monitoring, storage management, filesystems, networking, tools) 
  • Experience in installing, configuring, and maintaining services on Linux-based OS 
  • Familiarity with Nutanix AHV hypervisor and related technologies (Prism interface, REST API explorer, aCLI, nCLI, ADFS concepts, KVM technology, NCC). Experience with VMware, Hyper-V will be a plus. 
  • Familiarity with Oracle database concepts (11g, 12c, and 18c, Windows and Linux implementations) 
  • Familiarity with Oracle RMAN tool and ability to use this tool for database backup and recovery 
  • Familiarity with Oracle RAC (Real Application Cluster) concepts 
  • Familiarity with SAP HANA database concepts 
  • Familiarity with the fundamentals of scripting languages (Bash, Python) 
  • Familiarity with security concepts (firewalls, access control (SELinux, AppArmor)) 
  • Experience with UNIX (BSD, AIX, Solaris, HP-UX) will be a plus 
  • Analytical and problem-solving skills 
  • 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