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 looking for a Cloud Expert Engineer who is ready to join our mission in creating a #CyberFit future!

In this role you will be a main technical support expert in specific Company’s products or services. Your responsibility will be to resolve the customers’ technical incidents using your own expertise and extensive cooperation with the Company’s Engineering departments, as well as craft solutions, submit bug reports, coordinate complex tasks with other teams (Engineering, QA, DCO, Product Management), communicate with the customers to their complete satisfaction. 

WHAT YOU'LL DO 

• Work on resolving various technical incidents for the Company’s customers involving various software, networking and hardware environments via email, phone and chat. 
• Build and maintain strong relationships with customers able to thrive in the ever-changing work environment. 
• Stay abreast of the latest changes, trends and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc), while maintain deep knowledge of Company operations to support client requests effectively. 
• Interact with various departments to analyze and resolve problems; 
• Provide technical advice and mentoring to junior staff members and review technical results, evaluations and analyses. 
• Develop documentation regarding installation, upgrades, support, and compatibility issues. 
• Ensure that all relevant communication, documents, and files related to the case are accurately recorded in the support system 

WHAT YOU BRING 

• Fluent Italian and English (both oral and written, Upper Intermediate as a minimum)
• Advanced technical knowledge in areas such as: Windows Server; Network troubleshooting (Wireshark, tcpdump, iperf); deploying and configuring services like DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers 
• Working knowledge of Linux/UNIX (application and configuration management; RHCSA as a baseline; CLI power user) 
• Experience with Virtualization (know how to deploy and manage Virtual Machines on VMware ESXi / Microsoft Hyper-V clusters) 
• Proficiency in Business applications (should be familiar with one or more of the following: MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers) 
• Passion for troubleshooting 
• Strong internal customer focus with desire to learn all aspects of the business 
• High level of discipline, attention to detail, and ability to meet deadlines in a fast-paced environment while still maintaining a high-level of accuracy 
• Outstanding organizational, problem solving, and multi-tasking skills 
• Team-player and positive attitude, eager to do more and help out 
• Self-motivated, proactive, and able to work with minimal supervision 

*Please submit your resume and application in English

WHO WE ARE