Sign In
 [New User? Sign Up]
Mobile Version

Tech Support Engineer

Job Code:
  • IT
Applying for this job will take you to an external site
  • Shortlist
  • Email Friend
  • Print

Job Details

Act as a trusted advisor by providing technical support to Global Enterprise level Customers and Partners on Veritas Information Intelligence products (Data Archiving Solutions) Researches on a wide array of technical topics such as Operating Systems, Infrastructural Technologies and Veritas Software Products Applies specialized knowledge, analytical practices and procedures to analyze, diagnose and resolve issues in unique and often complex enterprise environments Effectively communicates procedural and technical issues to internal and external customers/stakeholders in an enterprise environment Participates and possibly leads conference calls with customers and 3rd party Teams/Vendors Assesses when it is necessary to engage or escalate to senior resources to resolve complex issues Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers Handles Business critical, management escalation and high severity issues with diligence and drives them to resolution Participate in new product releases and beta cycles to ensure information and training requirements are met to support new products. Interface with Sales, Services, Engineering, Product Management, and Support Management when necessary to prioritize customer requests Define and track bugs for Development, and offer innovative ideas to improve product quality. Mentor, train, and help develop the skills of new Technical Support Engineers as well as peers. Comfortable working in a shift model Develop documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution Engage in on-going training and departmental development, along with self-learnings Works toward becoming subject matter expert in a particular area or areas Reviews technical solution articles for accuracy and completeness Determines which technical tool(s) and tests are to be used Skills & Qualifications Diploma Holders / Graduates / Post Graduates 3+ years of working knowledge and experience troubleshooting applications and platform faults in Enterprise environments Customer support experience at an enterprise level and corporate environment is desired Dealing with customer issues over the telephone on a daily basis using a call tracking system Providing feedback to customers on their issues as they are progressed Ensuring customer satisfaction by providing a professional service and swift resolution to all customer issues. Recreating problems in house and providing evidence where bug fixes are required. Accustomed to conducting research to find answers to questions and solutions to problems from various sources Understanding of support escalation matrices and leverage the same as required Essential Hands on experience across the following core technologies o Operating Systems - Microsoft Windows 2008/ 2008 R2/2012o Expertise in Microsoft Exchange 2007, 2010, 2013 Messaging Admino Expertise in Outlook Client - 2007, 2010, 2013 and Outlook Web Access ( OWA)o Web Server - IIS 6/7/8o Virtualization technologies VMWare, Hyper-Vo Expertise in Advance Relational Database principles and methodologies (SQL)o Expertise in Enterprise Level Infrastructure Technology - Active Directory, DNS, DHCPo Networking Protocols , Network Topologies and overall Network Landscapeo Knowledge of Storage Systems EMC - Centera , Celerra ; NetApp storage ( SAN & NAS)o Knowledge of High Availability Technologies and Clusteringo Strong expertise on Veritas Enterprise Vault/ Archiving software Working knowledge in one or more of the following technologieso Cross platform server environments and Server Hardwareo Exchange Archivingo File Server Archivingo IBM Domino Server and Lotus Noteso Microsoft SharePoint Server Industry standard certifications MCSE, Microsoft Exchange Certification, CCNA, Storage Certifications ( NetApp, EMC ) Exceptional verbal and written communication skills Strong analytical and troubleshooting skills Proven capability to own, drive and take responsibility Ability to multitask, prioritizes, and works well under pressure Team Player Ability to work, collaborate and at times take the lead in a Team environment Experience of working in a pressurized support environment Technical Leadership
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 3-8


Software Engineer | System Administration
Applying for this job will take you to an external site


© Copyright 2015 Al Nisr Publishing LLC - powered by Gulf News