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Senior Cloud Support Specialist
hace 3 semanas
Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are in an exciting phase of rapid-growth and expansion and looking for a Support Specialist who is ready to join us in creating a #CyberFit future and protecting the digital world
As a Senior Cloud Frontline Support Specialist (LATAM) you will be responsible for supporting Acronis' high-profile MSP's, partners and customers in LATAM, and resolving Acronis Cyber Platform technical incidents using your own expertise and by coordinating with other team members within our Expert Support and R&D team. You will deliver complex setup and integration assistance, troubleshoot and resolve complex technical problems for our partners and MSP's involving Acronis' 3rd party integration systems, and various software, networking and hardware environments.
**WHAT YOU'LL DO**
- Work on resolving various technical incidents for customers involving various software, networking and hardware environments
- Focus on assisting partners with Acronis integration with various RMM/PSA tools, as well as integration systems with other partners
- Build and maintain strong relationships with the customers and partners
- Stay current on the latest changes, trends and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.)
- Maintain deep knowledge of Acronis' operations and products to support client requests in the best possible way
- Train and mentor junior teammates by sharing your technical expertise and best practices
- Develop documentation regarding installation, upgrades, support, and compatibility issues
**WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)**
- Fluent English (both verbal and written)
- Fluent Spanish (both verbal and written)
- 2+ years of experience in a similar technical support role and applicable industry (preferably in Managed Service Provider or Hosting tech support business)
- Great communication and customer focus and ability to prioritize time-sensitive issues
- Basic knowledge of Network protocols and troubleshooting techniques (know how to use Wireshark, tcpdump, iperf)
- Awareness of the modern Virtualization technologies (know how to deploy and manage Virtual Machines on VMware ESXi / Microsoft Hyper-V clusters)
- Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues
**Would be considered plus if you have**
- Expertise in supporting or administering RMM and PSA solutions - ConnectWise Control, ConnectWise Manage, ConnectWise Automate)
- Knowledge of Linux/UNIX basics, CLI
- Experience with deploying and configuring services - DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers
**WHO WE ARE**
Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis now has more than 2,000 employees and offices in 34 locations worldwide. Its solutions are trusted by more than 5.5 million home users and 500,000 companies, and top-tier professional sports teams. Acronis products are available through over 50,000 partners and service providers in over 150 countries and 26 languages.
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