Technical Support Engineer (NBU Appliance)Pune, India - EON Free Zone 58191

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.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.Primary Accountabilities
• Work with Veritas customers, partners, and field reps by answering technical questions, and providing solutions for Veritas products
• Resolve cases per productivity, performance and SLA standards and support goals
• Research, document, and collaborate on cases as required
• Author or update technical documents into Knowledge Management (KM) for inclusion into support knowledge base
• Address multiple issues simultaneously, with a case for each issue raised
• Establish close interactions with team members and other applicable stakeholders
• Assess when it is necessary to engage with team members to enable timely case resolution
• Participate in the Technical Support Engineer Process Community Meetings and Innovation Teams
• Participate in Product Previews for New Product Releases
• Work effectively in a collaborative operating environment, partner with internal and external technical support teams, with various levels of technical expertise
KnowledgeExperience across one or more of the following core technologies:
• Operating Systems, UNIX or Windows Servers. Relevant platforms include Linux, Solaris, AIX, HP-UX, Windows Workstation, UNIX/Linux
• Basic 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
• Infrastructural Technologies: Active Directory & Exchange (II)
Working knowledge in one or more of the following technologies:
• Understanding of Microsoft Windows environments and/or other Operating Systems, eg UNIX/Linux is preferable.
• Fundamental knowledge of storage technologies (tape device, SCSI, SAN, iSCSI, etc.).
• Fundamental knowledge of networking technologies TCP/IP, routers, switches etc.
• Fundamental knowledge of Server applications (Backup and Recovery & Hardware) is desirable.
• In addition, experience and knowledge in one or more of the following is highly desirable:
• Previous experience in System Administration/Windows/UNIX/Linux administration
• Strong troubleshooting, follow through, interpersonal, verbal and written skills.
• Strong experience in technical support environment is preferred.
• Success factors include: Strong Communication, customer focus, influence and persuasion, commitment to task, policies/processes/procedures and team work.
• Operating Systems, eg UNIX/Linux is preferable.( Hardware )
• Fundamental knowledge of storage technologies (tape device, SCSI, SAN, iSCSI, etc.) is desirable
Skills & Competencies
• Customer Service experience. Engagement with customers through live calls; queues; multitask with customers over phone and video
• Collaboration. Working in an open and collaborative environment, proactive integration and connectivity with peers, demonstrate strong sense of teaming and continuous willingness to share, learn and collaborate
• Effective verbal communication skills. Active and reflective listening, in-depth questioning skills to foster an immediate customer relationship/connection, ability to explain technical topics in simple terms
• Effective written skills. Writing of Knowledge Management articles; case summary notes to ensure universal understanding for all relevant stakeholders
• Time management. Prioritize and plan time effectively, with ability to pivot swiftly under pressure to meet deliverables
• Situational adaptability. Apply flexibility and behavioral strategies to adapt to changing priorities in a dynamic working environment
• Drive Results and Problem Solving. Maximize engagement with team members to ensure effective problem solving, resulting in timely case resolution
• Trouble Shooting and Problem Solving. Think quickly and react to customer impacting situations. Effective case resolution, say do mind-set with a commitment to carry through to resolution
• Accountability/Ownership. Proactive continuous learning, continued development plan to enhance skills and bridge gaps
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 :
troubleshootingnetworkinglantechnical supportenterprise dataactive directorycustomer supporttechnical skillsproduct portfolio