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Sr Tech Support Engineer

2.00 to 5.00 Years   Pune   27 May, 2020
Veritas Technologies
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

What 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
What skills, experience and education you need as a team member to succeed
  • Graduates / Post Graduates
  • 5+ 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 - UNIX (Solaris/AIX/HP-UX), LINUX (RedHat/SuSE)
  • Good knowledge of OS administration, Patch & Package Management & OS specific debugging tools.
  • Experience with logical volume management (LVM) & Volume Manager concepts.
  • SAN/NAS experience in storage technologies, Storage Topologies, & RAID concepts.
  • Multipathing concepts (MPxIO, Powerpath , HDLM)
  • Basic knowledge on Core & Crash dump Analysis.
  • Performance monitoring & troubleshooting tools.
  • Networking Fundamentals: TCP/IP, DNS, DHCP, NFS.
Working knowledge in one or more of the following technologies:
  • Cross platform server environments and Server Hardware
  • Knowledge on virtualization technologies: VMWare, Zones/LDOMS,KVM,HACMP
  • Disk arrays such as EMC Storage, Hitachi, Sun Storage.
  • Knowledge of replication and disaster recovery solutions.
  • High Availability Technologies and Clustering concepts.
  • Experience in Basic Scripting (Perl & Bash)
  • Industry standard certifications : Solaris 10/11, Linux (RedHat/SuSE), IBM AIX, HP-UX
  • 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
,

Keyskills :
networking troubleshooting switches lan bmaix volumemanagement packagemanagement disasterrecovery technicalsupport volumemanager calltracking operatingsystems knowledgebase datamanagement emcstorage

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