Job Summary

The Veeam Support Administrator plays a crucial role in ensuring the smooth operation of support and operations within the organization. This position is responsible for independently resolving tickets, providing on-call support, and conducting root cause analysis to enhance customer satisfaction and maintain high service quality standards.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements In Veeam Service Operations, Ensuring Compliance With Company Policies.
2. Provide On-Call Support For Escalated Issues By Performing Root Cause Analysis Using Veeam, Identifying And Implementing Effective Solutions.
3. Participate In Value-Adding Activities Such As Updating And Managing The Knowledge Base On Veeam Best Practices And Conducting Training Sessions For New Hires And Coaching For Analysts.
4. Independently Resolve Support Tickets Related To Veeam Within Agreed Service Level Agreements (Sla) For Ticket Volume And Response Time.
5. Ensure A Positive Customer Experience And High Customer Satisfaction (Csat) Scores Through First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases.

Skill Requirements

1. Proficient In Veeam Backup And Recovery Solutions With Strong Problem-Solving Skills.
2. Solid Knowledge Of Ticketing Systems And Customer Support Best Practices.
3. Familiarity With Root Cause Analysis Methodologies And Service Level Agreements.
4. Strong Communication And Interpersonal Skills To Effectively Interact With Clients And Team Members.

Other Requirements

1. Optional But Valuable Certifications: Veeam Certified Engineer (Vmce), Veeam Certified Architect (Vmca)