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Job Description:

• Act with high sense of urgency during response and resolution of support escalations, including knowing when to escalate to other teams or vendors for assistance 
• Work to increase the product knowledge of more junior support staff by reviewing escalated cases and provide training opportunities and direction.  
• Primary escalation point for CDP Support Analysts and other support staff.
• Approach customer interactions with empathy and concern, working to develop quick rapport with customers while troubleshooting their issues.
• Constantly collaborate with customers and teammates to determine improvement areas in processes and capabilities. Be a team player focused on collective improvement and growth. 
• Provide verbal and/or documented updates to customer requests, incidents, and escalations in a timely, concise, and clear manner.
• Troubleshoot and resolve a wide range of issues, from basic to complex
• Willing to step outside of your comfort zone to help resolve an issue. 
• Identify recurring incidents within a customer’s environment and determine the need to escalate to the appropriate technical resources, ensuring resolution of more complex issues. 
• Adhere to the Flexential Core Values (Customer Centric, Committed, Competitive, Caring, Collaborative). 
• Adapt and accept change on a frequent basis, we are always improving. 
• Provide World-Class Customer Service. 
• Participate in an on-call rotation to provide a 24/7 escalation point for the FSS team.
• Perform other duties as required and assigned. 

• Minimum 6 years of experience working within an IT Support environment
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience working in a multi-tenant, high compliance environment.
• Familiarity working within an ITIL and/or IT Service Management aligned environment  
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong understanding of networking technologies and protocols, including:
  • Remote Desktop, SSH, FTP 
  • Microsoft Server Technologies (Server 2019, Server 2022) 
  • VMWare and/or other virtualization technologies 
  • Linux (or other *nix platforms) 
  • Backup and recovery tools
  • Disaster Recovery solutions
  • Object Storage
  • OSI model and troubleshooting techniques

• Core Technologies 
  • VMware
  • Zerto
  • Commvault
  • Microsoft Server
  • RedHat and Debian Linux

• Experience with scripting and automation tools (e.g., PowerShell, Python).
• Experience with disaster recovery planning and implementation.
• Strong project management skills.
• Ability to conduct training sessions and workshops for customers.
• Experience with multi-cloud environments and hybrid cloud solutions.
• Core understanding of Incident Management, Change Management and Problem management
• Familiarity with various network technologies including: 
  • VLANs, ACLs, IP subnets
  • SNMP, DNS, DHCP
  • Routing and switching (e.g., OSPF, BGP)
  • Firewall configuration and management
  • Load balancing technologies

• Relevant certifications are a plus:
  • Microsoft MCSA, MCP, MCSE
  • VMware Certified Professional (VCP)
  • VMware Certified Advance Professional (VCAP)
  • VMware Certified Design Expert (VCDX)
  • Commvault Certified Engineer (CCE)
  • Comvault Certified Master (CCM)
  • Zerto Certified Professional
  • ITIL Foundations

• Moderate keyboard usage
• May require extended periods of sitting or standing

Base Pay Range: Annualized salary range offered for this position is estimated to be $90,000 - $110,000. However, the actual pay range depends on each candidate’s experience, location, and qualifications.  

Variable Pay: Discretionary annual bonus, based on personal and company performance.

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Not meeting every single requirement? No problem! We are looking for candidates who possess unique skills that set them apart from the rest. If you're enthusiastic about this role and believe you have the skills and abilities that would make you successful, don't hesitate to apply today!

Benefits of working at Flexential:  
•    Medical, Telehealth, Dental and Vision  
•    401(k)  
•    Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)  
•    Life and AD&D  
•    Short Term and Long-Term disability  
•    Flex Paid Time Off (PTO)  
•    Leave of Absence  
•    Employee Assistance Program  
•    Wellness Program  
•    Rewards and Recognition Program  

Benefits are subject to change at the Company's discretion.  

EEO Statement: Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.