BECOME PART OF OUR FAMILY

Contribute to our portfolio companies’ success by browsing open positions below.


Linux HelpDesk Engineer at Mirantis
Poznan, PL

Mirantis is an open cloud company focused on harnessing open source innovation to help enterprise application owners become free of infrastructure and operations concerns. The company employs a unique build-operate-transfer approach to deliver two distinct products:

  • Mirantis Cloud Platform based on OpenStack and Kubernetes that helps service providers and enterprises run highly tunable private clouds powered by infrastructure-as-code and based on open standards.
  • Mirantis Application Platform based on Spinnaker that helps enterprises adopt cloud native continuous delivery to realize cloud ROI at scale.

We are looking for motivated and customer oriented Linux Helpdesk Engineer to participate in the engineering support and operation of the customer cloud solution.

Responsibilities

  • Serve as the first point of contact for customers seeking technical assistance over the phone, email or web portal
  • Ask customers targeted questions to quickly understand the impact of the problem and clarify the customer’s concerns
  • Track and manage issues through to resolution, within agreed time limits
  • Follow standard procedures to direct unresolved issues to the next level of support personnel and appropriate internal teams (e.g. support and operations engineers, software developers)
  • Provide prompt and accurate feedback to customers
  • Raise and complex technical issues with 3rd party software and hardware vendors in a professional manner
  • Refer to internal database or external resources to provide information on Mirantis products or services
  • Prioritize and manage several open issues at one time
  • Follow-up and update customer status and information, ensure Customer’s systems are fully functional after resolution
  • Record events and problems and their resolution in logs
  • Document technical knowledge in the form of notes and manuals
  • Maintain jovial relationships with clients
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures

Requirements:

  • Proven experience as a help desk technician or other tech customer support and service role
  • Tech savvy with working knowledge of office automation products
  • Good understanding of computer systems (Linux)
    Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with conferencing solution (eg. WebEx) and help desk software (eg. SalesForce Service Desk)
  • Ability to absorb large amounts of information in the fast-paced rapidly changing environment and apply this knowledge in practical situations
  • Ability to provide step-by-step technical help, both written and verbal
  • Excellent problem-solving and communication skills
  • Customer-oriented and cool-tempered
  • Strong interpersonal skills
  • Proficiency in English
  • Bachelor’s degree

Highly desired:

  • Availability for evening and weekend shifts
  • Hands-on experience with Linux environments
  • Good understanding of networking concepts and protocols
  • Additional certification in ITIL or similar methodologies

We offer:

  • High-energy atmosphere of a young company
  • Collaborate with exceptionally passionate, talented and engaging colleagues
  • First-hand experience in supporting and operating large scale, innovative systems for mission-critical use by large enterprise companies
  • Opportunity for career growth in IT space and join as a full-time employee
  • Flexible working schedule - possibility to work remote
  • Lots of freedom for creativity and personal growth