RESPONSIBILITIES: Work on resolving various technical incidents for the customers involving various software, networking and hardware environments Perform technical analysis of customer issues and define plan for fixing them Stay abreast of the latest changes, trends and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.) Interact with multiple departments to analyze and resolve technical issues Provide technical advice to junior staff members and review technical results, evaluations and analyses Create Knowledge Base articles, best practice guides and other documentation SKILLS & EXPERIENCE: Fluent English (both verbal and written, Upper Intermediate as minimum) Ability to describe the details on technical issues in all their complexity when needed 2 or more years of work experience in an applicable industry and role are a plus Good communication skills and customer focus, ability to prioritize and switch between a variety of time-sensitive issues Network professional (know how to use Wireshark, tcpdump, iperf; experience with deploying and configuring services like DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers) Windows Server professional (know how to gather and analyze various Windows logs and dumps; application level troubleshooting with Procmon and Process Explorer) or Linux/UNIX professional (application and configuration management; RHCSA as a baseline; CLI power user) Virtualization professional (know how to deploy and manage Virtual Machines on VMware ESXi / Microsoft Hyper-V clusters) is a plus Business applications professional (should be familiar with one or more of the following: MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers) Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues