Senior Tech Support Engineer (IA-Win)

Job Description

About VERITASVeritas solves what no one else can. With an industry-leading product portfolio, we offer proven, modern, and integrated technology that brings together availability, protection, and insights. Our Veritas Enterprise Data Services Platform addresses current and future data issues end-to-end keeping mission-critical workloads highly available, protecting data everywhere, and providing insights to optimize costs and maintain regulatory readiness.Veritas supports 500 data sources, 150 storage targets, 50 clouds, and any deployment model imaginable. We serve 99% of the Fortune 100, 90% of the Fortune 500, and are the market leader in Software-defined Storage, Data Protection, and Archiving.Veritas Customer Success is responsible for ensuring that Veritas customers are successfully exceeding the value of their investment in Veritas solutions and coordinating the company focus on the end-to-end customer relationship. Customer Success includes customer support and care, professional and business critical services, and renewal sales.About VERITASVeritas vision is to enable organizations to thrive in this new world of digital business.Did you know that the International Data Corporation (IDC) predicts that data will double every 2 years, reaching 44 zetabytes by 2020 Thats more bytes than gallons of water in the ocean and an exponentially growing problem for businesses. Veritas helps organizations harness the power of their data & turn it into actionable insights.We believe information is everything! Data is an organizations digital currency; a critical business asset that is growing in value. We are the only company that provides a data management platform to address the core challenge of accessing, managing, and analyzing all of their data, no matter where it is, in real time - allowing organizations to truly maximize the value of their data.Veritas is currently looking for motivated individuals who not only do but are also leaders who influence change and make a difference. The team is always looking for passionate, dedicated individuals who are self-motivated in their work and careers.What you will be doing:o Act as a trusted advisor by providing technical support to Global Enterprise level Customers and Partners on Veritas Information Availability Products (Storage Foundation Suite)o Researches on a wide array of technical subjects such as Operating Systems, Infrastructural Technologies and Veritas Software Productso Applies specialized knowledge, analytical practices and procedures to analyze, diagnose and resolve issues in unique and often complex enterprise environmentso Effectively communicates procedural and technical issues to internal and external customers/stakeholders in an enterprise environmento Participates and possibly leads conference calls with customers and 3rd party Teams/Vendorso Assesses when it is necessary to engage or escalate to senior resources to resolve complex issueso Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customerso Comfortable working in a shift modelo Develop documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolutiono Engage in on-going training and departmental development, along with self-learningso Works toward becoming subject matter expert in a particular area or areaso Determines which technical tool(s) and tests are to be usedWhat you will be doing:

• Act as a trusted advisor by providing technical support to Global Enterprise level Customers and Partners on Veritas Information Availability Products (Storage Foundation Suite)
• Researches on a wide array of technical subjects 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
• 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
• Determines which technical tool(s) and tests are to be used

This role involves: 24x7 shifts & On-call technical supportWhat skills, experience and education you need as a team member to succeed:

• Graduates / Post Graduates
• 4 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:

• Operating Systems- Microsoft Windows (2008/2012)
• Good knowledge of OS administration, Patch & Package Management & OS specific debugging tools (WinDBG)
• Experience with logical volume management (LVM) & Disk Manager Concepts.
• SAN/NAS experience in storage technologies, Storage Topologies, & RAID concepts.
• Multipathing concepts
• Basic knowledge on Core & Crash dump Analysis.
• Performance monitoring & troubleshooting tools.
• Networking Fundamentals: TCP/IP, DNS, DHCP, and NFS.
• Working knowledge in one or more of the following technologies: Knowledge on virtualization technologies: VMWare, Hyper-V
• Disk arrays such as EMC Storage, Hitachi, Sun Storage.
• Knowledge of replication and disaster recovery solutions.
• High Availability Technologies and Clustering concepts.(Windows Failover Clustering)
• Experience in Basic Scripting (PowerShell & VBScript)
• Industry standard certifications : MCP, MCSE, VCP(VMware Certified Professional)
• 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 and collaborate in a Team environment
• Experience of working in a pressurized support environment

At Veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do good. We also value uniqueness and know that a more diverse and inclusive workforce makes a winning team, so come as you are! Interested Then apply and find out more about #TeamVTAS!,

Keyskills :
troubleshootingnetworkinglanoperating systemsswitchesemc storagedata servicescall trackingknowledge basedata managemententerprise datacustomer supporttechnical support