Job Summary

As a Senior Administrator specializing in Veeam support and operations, you will play a crucial role in delivering advanced technical assistance and troubleshooting complex incidents. Your expertise will enhance customer satisfaction by ensuring efficient resolution of technical issues and implementing strategic solutions, contributing to the overall success of the organization's support services.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Utilizing Veeam Tools To Ensure Compliance With Company Policies.
2. Provide Expert-Level Support For Complex Incidents Escalated By Analysts, Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues Using Veeam Backup & Replication.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts On Best Practices In Veeam Operations.
4. Resolve Complex Support Tickets Within Agreed Slas By Leveraging Veeam'S Capabilities, Collaborating With Other Support Teams To Maintain Seamless Operations And A Strong Security Posture.
5. Enhance Customer Experience And Achieve High Csat Scores Through First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, While Proactively Addressing And Mitigating Potential Security Threats.

Skill Requirements

1. Strong Proficiency In Veeam Backup & Replication, With A Solid Understanding Of Backup And Recovery Processes.
2. In-Depth Knowledge Of Troubleshooting Techniques For Veeam-Related Incidents And Security Issues.
3. Familiarity With Incident Management Systems And Slas.
4. Excellent Communication Skills For Effective Training And Customer Interaction.
5. Ability To Work Collaboratively With Cross-Functional Teams To Ensure Streamlined Operations.

Other Requirements

1. Veeam Certified Engineer (Vmce) Certification Is Preferred But Not Mandatory; Other Relevant Certifications In It Support And Operations Are Optional But Valuable