Technical Support Engineer

Description

Orpak is seeking a highly skilled and experienced Technical Support Engineer to join our Tier 3 team. As a Tier 3 Engineer, you will play a critical role in providing expert technical support to our customers, resolving complex technical issues and ensuring the smooth operation of our products.

Responsibilities:

Develop an in-depth understanding of Orpak's products and their integration within customer environments.

Provide Tier 3 technical support, resolving complex technical issues and troubleshooting problems related to our products.

Build and maintaining an internal LAB for Customer Support needs.

Investigate, simulate and analyze technical issues, identifying root causes.

Collaborate with other technical support engineers, QA and product development teams to resolve recurring issues and improve product quality.

Document technical solutions and write knowledge base articles for future reference.

Interact directly with customers to understand and diagnose their technical challenges.

Communicate effectively to guide customers through issue resolution and ensure a positive experience.

Join On-Call cycle for supporting critical incidents off-working hours.

Requirements

• Minimum of 5 years of experience in a similar role, with a focus on networking and Windows environments.
• Strong knowledge of networking concepts, protocols, Multidisciplinary systems and technologies (e.g., TCP/IP, DNS, DHCP, VLANs, firewalls).
• Expertise in Windows Server administration, including Active Directory, Group Policy, and PowerShell scripting.
• Experience with cloud platforms (e.g., AWS, Azure) and SaaS solutions.
• Hands-on experience with SQL queries and database management.
• Experience with virtualization technologies (e.g., VMware, Hyper-V).
• Proven ability to troubleshoot and resolve complex technical issues.
• Excellent communication and interpersonal skills, with the ability to work effectively with clients and team members.
• Innovative thinker, proactive, and readily embraces change
• Proficiency in spoken and written English at a high level - Mandatory
• Relevant certifications (e.g., Microsoft Certified, AWS Certified Cloud Practitioner, Cisco Certified Network Professional) are preferred.
• Bachelor's degree in computer science, Information Technology, or a related field.