We are CyberFortress - The Recovery People

CyberFortress is a global company that makes it simple to rapidly and reliably backup and recover any data to prevent damage to the business. Data is stored in secure, geo-redundant facilities, and our suite of solutions enables our data recovery experts to create a custom, comprehensive solution for any size organization. Whenever a customer needs data recovery, they receive personalized support from a human being every hour of every day of the year. For more information visit our website: https://www.cyberfortress.com



About the Role:

CyberFortress is looking for a customer service oriented Support Engineer to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front liner and the initial contact for customer related issues. You will solve basic technical problems and provide support for all assigned areas, as well as assigned projects that will be critical towards the growth of the company. This position provides and is designed for professional growth within the organization.

Responsibilities:

  • Research, resolve, respond to, and document end user inquiries; and escalate or reassign issues and problems as needed to appropriate resource for resolution
  • As needed, engage directly with the customers in identification of the issues and in reaching the solution
  • Monitor application performance
  • Identify and proactively communicate with product development and delivery ensuring the needs of the customer are met
  • Participate in and manage application oriented projects. Oversee project phases and ensure timely completion of projects

Qualifications:

  • Experience providing customer support in a technical capacity
  • Familiarity with VMware, Hyper-V, Windows Server, Linux, Veeam Backup & Replication, and back-up technologies a plus
  • Experience with troubleshooting network connectivity issues
  • Strong written and verbal communication skills
  • Desire to work in a team-oriented/collaborative environment
  • Demonstrated ability to perform well as a self-starter
  • Demonstrated ability to prioritize workload, and adapt to new processes and procedures quickly
  • Demonstrated history of having a strong customer focus, including experience working with customers directly, and prioritizing customer needs
  • Demonstrated experience working to a self-determined deadline and in customer outage situations
  • Demonstrated experience of troubleshooting and problem solving with limited information and ambiguous details
  • Ability to convey technical issues and material to non-technical audience
  • A.S. / B.S. in Software Engineering or a related degree
  • Excellent verbal and written communication skills
  • Strong analytical troubleshooting and problem-solving
  • Strong client-facing and communication skills

CyberFortress Core Values:

Our core values aren’t just words on a page. They form the foundation of how we operate as individuals and a company.

  • People First: We provide the opportunity for everyone to do meaningful work with people they love to work with.
  • Humble and Driven to Results: We “roll up our sleeves” and are willing to pitch in when and where it is needed.
  • Why and Whats Next: We let curiosity continue to ask the next question until we have a clear picture of a great outcome.
  • Act on the Truth: We speak up, get to the facts of the situation, and make the hard decisions in a healthy way.

Our Commitment to a Total Rewards Package:

All work and no play is no way to live. At CyberFortress, we believe in fair pay and fair play. That means we pay competitive salaries and make sure that everyone has plenty of time for life, family and friends outside of the office.

  • Competitive salary.
  • Company paid benefits such as Healthcare, Dental, Vision, Disability, and Life.
  • Generous 401k matching.
  • Pick your own equipment. You’ll get a budget to spend on whatever laptop, monitor, and office equipment you desire.
  • Paid time off.
  • Volunteer time off.
  • Unlimited vacation policy, while we require you to take at least 2 weeks off each year.