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.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:oDealing with Enterprise level customer support issues primarily over the telephone on a daily basis.oWorking as part of a global support team in coordination with support centers in other geographic locations operating 24x7 support.oDocumentation of case progress and communications to a high standard using a call tracking system.oProviding customer feedback on their issues as they are progressed.oEnsuring high customer satisfaction by providing a professional service and swift resolution to all customer issuesoWeekend work on a rotation basis, for which days in lieu/remuneration is offered, after a significant period of training and development (6 months).oRecreating problems in house and providing evidence where bug fixes are required.Personal Profile:oWilling to work as part of a professional support team to provide solutions to customer issues/problems.oAble to maintain professionalism while under pressure.oThe candidate needs to be someone who values teamwork and can contribute to the entire group who is a self starter and self motivated.oSomeone who wishes to continue to develop their skill set in a proactive environment.oBeing a team player and understanding the customer s needs ensures continued success of the support center and individuals who demonstrate these skills are very welcome.What skills, experience and education you need as a team member to succeed: oFluency in English, both verbal and written communication skills is mandatory/required.oA strong telephone presence, with regular communications to keep customers updated about their support cases.oExcellent customer service skills and a team focus.oUnderstanding of Microsoft Windows environments and/or other Operating Systems, eg UNIX/Linux is preferable.oFundamental knowledge of storage technologies (tape device, SCSI, SAN, iSCSI, etc.).oFundamental knowledge of networking technologies TCP/IP, routers, switches etc.oFundamental knowledge of Server applications (Backup and Recovery & Hardware) is desirable.oIn addition, experience and knowledge in one or more of the following is highly desirable:oPrevious experience in System Administration/Windows/UNIX/Linux administrationoStrong troubleshooting, follow through, interpersonal, verbal and written skills.oStrong experience in technical support environment is preferred.oSuccess factors include: Strong Communication, customer focus, influence and persuasion, commitment to task, policies/processes/procedures and team work.oOperating Systems, eg UNIX/Linux is preferable.( Hardware )oFundamental knowledge of storage technologies (tape device, SCSI, SAN, iSCSI, etc.) is desirable,

Keyskills :
networkingcustomer servicecustomer focuscall trackingtechnical supporttroubleshootingsupport centerdata servicesdata managementoperating systemscustomer supportenterprise data