Technical Support Engineer

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.Job SummaryRespond to customer inquiries (voice or email) for an assigned product(s) within a Technical Support Engineer environment. Provide technical support to Veritas customers, partners, and field support staff with varying levels of support maintenance entitlements i.e. entry level, through to premier level entitlements, with focus on diagnosing, troubleshooting, and debugging Veritas software and hardware.Position provides an opportunity to continuously develop technical skills through learning and supporting a platform that brings together availability, protection, and insights for our customers.Position requires a motivated, self-starter and self-learner with a customer-first attitude.What you will be doing:Act as a trusted advisor by providing technical support to Global Enterprise level Customers and Partners on Veritas Information Intelligence products like Hubstor, Enterprise Vault and Enterprise Vault.cloudRefer under: https://www.veritas.com/insights and https://www.hubstor.net/solutions/ Researches on a wide array of technical topics such as Operating Systems, Infrastructural Technologies to support customer using Veritas Software ProductsSupport customers looking to manage unstructured data workloads in the cloud for compliance, security, and transformation of their storage and backup infrastructure.Applies specialized knowledge, analytical practices and procedures to analyze, diagnose and resolve issues in unique and often complex enterprise environments and drives them to resolutionEffectively communicates procedural and technical issues to internal and external customers/stakeholders in an enterprise environmentParticipates and possibly leads conference calls with customers and 3rd party Teams/VendorsManages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customersInterface with Sales, Services, Engineering, Product Management, and Support Management when necessary to prioritize customer requestsComfortable working in a 24x7 shift modelDevelop Technical Support Knowledge Base and engage in on-going training along with self-learningsWorks toward becoming subject matter expert in a particular area or areasWhat skills, experience and education you need as a team member to succeed:

• 2 years of working knowledge and experience troubleshooting applications and platform faults in Enterprise environments
• Exceptional verbal and written communication skills
• 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
• Ensuring customer satisfaction by providing a professional service and swift resolution to all customer issues.
• 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/ 2008 R2/2012/2016
• Expertise in Outlook Client - 2007, 2010, 2013 and Outlook Web Access ( OWA)
• Web Server - IIS 6/7/8 and Knowledge of Microsoft Exchange 2007, 2010, 2013/2016
• Basic knowledge of Advance Relational Database principles and methodologies (SQL)
• Expertise in Enterprise Level Infrastructure Technology - Active Directory, DNS, DHCP, Networking
• Basic Fundamentals of some of the following technologies : Office 365 Backup, Cloud archiving, Object storage, SaaS, eDiscovery, Cloud storage, Archiving, Search, Data governance, Public cloud, Continuous Data Protection, Backup, Software-defined Storage, Hybrid Cloud, WORM, Compliance, GDPR, Cloud Data Management, and Storage Transformation

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 :
technical supportoperating systemsdata servicescloud storagefield supportknowledge basedata managemententerprise dataactive directory