Hungry, Humble, Honest, with Heart.

 

The OpportunityNutanix is looking for an IT Technical Support Engineer to be part of the Corporate IT team in Serbia. You will work in an exciting and extremely fast/paced environment. You should have strong written and verbal communication, solid hardware/software troubleshooting skills for common desktop/laptop issues, IT infrastructure, and a customer-focused mentality. Our overall goal is to provide a world-class customer support experience that is hyper-focused on efficiency.

 

About the TeamThe Corporate IT org in Serbia was established in 2019, and it has been an integral part of enabling Nutanix systems to execute on an everyday level. You will be working in a large team with many senior professionals, balancing work-from-home and in-office. The team is part of the Global IT org, supporting Nutanix IT processes across the whole globe, and cooperating with people based on any continent. 

 

Your RoleFront-line support for Tier 1 and 2 requestsTicket triage and acts as a single point of contact for customers on escalations to the appropriate levelPerforming initial triage, diagnosis, and troubleshooting; Proactively notifying customers of all incidents within SLA guidelinesMonitor systems/infrastructure/SaaS servicesRemotely resolving incidents within their capability and implementing known solutions to known issuesResponsible for working with other support specialists to coordinate and quickly resolve customer issues, Providing regular updates to customers as efforts for resolution progressResponsible for escalating issues to third parties and higher technical and managerial support in accordance with expected service levelsDocumenting all actions taken to resolve incidents in ticketing tools; Ensuring the correct and timely closure and completion of all incidents in ticketing toolsMonitors incident status and escalates cases that are not resolved in a specific time frameOther duties as assigned by management What You Will BringRelevant work experience - 3+ years in technical support or a similar technical environmentHigh level of understanding and experience with information technologyAbility to communicate effectively with all levels of employees/managementMust have a high technical aptitude, be highly motivated, and be ready for a challengeStrong communication, documentation, and analytical skillsThe ability to handle stressful situations and tight deadlines in a fast-paced environmentExcellent English language verbal and written communication skills.High level of Windows and MacOS knowledge – laptop imaging and configuration, hardware and software issues troubleshooting skills.Active directory and PowerShell knowledgeOkta, ServiceNow, Slack, Office365, Gsuite administrationIntune, JAMF, Druva administrationBasic networking knowledge (networking certification is a plus)Knowledge of virtualization technologies, service management tools for tracking tickets, documentation tools is also a plus

This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. For most roles, that will mean coming into an office a minimum of 2 - 3 days per week, however certain roles and/or teams may require more frequent in-office presence. Additional team-specific guidance and norms will be provided by your manager.

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