| Scope of support | Enterprise Technical Support | 1.1 |
| Designation | Technical Support Engineer | Effective Date |
| Role | Enterprise Technical Support | 3/31/2015 |
| Level | Level 1 | |
| Job Description | Responsible for resolving and documenting technical support communications for Backup Exec customers:· The primary responsibility is to successfully troubleshoot and resolve complex technical issues with Backup Exec customers. This requires consistentfollow up with customers until issuesare resolved or proper escalation & advancementproceduresare followed for unresolved issues.· Provide end-to-end complex technical support via telephone, email and/or chat.
· Become knowledgeable in Backup Exec suite of products, documenting discovered issues and bugs through knowledgebase documents and/or workflows. · Become knowledgeable in other Symantec products and third party applications that integrate with Backup Exec; includes, but not limited to operating systems (Windows Servers and Clients, Linux and Unix), databases (Active Directory, SQL Server, SharePoint), virtual (VMWare vSphere suite), etc. · Handle and document all cases as outlined in the Case Handling Guide. · Technicians will effectively support new product releases following training. · Remain updated in client and industry led processes, technology applications, utilities, and products. · Utilize various internal and client-based tools and applications for customer management and servicing. · Utilize various logical thought processes to troubleshoot and remediate customer issues. · Demonstrate strong customer service and cross-cultural skills when engaging customers. · Technicians will share knowledge of Backup Exec product with customers to assist them in troubleshooting and solving problems on their own. · Transfer customers to appropriate departments when required. · Work and partner with others within a team-based environment. · Achieve and maintain required metrics and goals |
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| Category | Description | |
| Qualification |
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| Experience | Description | |
| At least two years of relevant technology experience supporting large enterprise clients. | ||
| Technical Skills | Description | Requirement |
| In-depth knowledge of Windows 2003,2008 / R2, 2012 / R2 and 2013 with extensive hands-on networking experience. | ||
| In-depth knowledge of Active Directory, domains and domain trusts as well as Widows Registry, WindowsClient Operating System, user profiles and security and server-based software. | ||
| Experienced in supporting large enterprise customers | ||
| Must be familiar with networking protocols and hardware, preferably with MCSE certification. | ||
| Any combination of the following will be a plus : Oracle DB, MS Exchange, MS SQL, SharePoint and/or LINUX. | ||
| Capable of working with related hardware systems such as tape drives and tape libraries and disk-based storage solutions. | ||
| Ability to resolve problems systematically, efficiently and effectively. | ||
| Must have good organizational and interpersonal skills, and work well both independently and as part of a team. | ||
| Ability to debug, how to read debug and what it means. | ||
| Perform disaster recovery of supported technologies. | ||
| Understand PowerShell basics. | ||
| Understand Performance Monitor(SysInternal Suite) and similar tools for analysis. | ||
| Strong problem solving skills are required. There are virtually no standard answers. | ||
| Multi-tasking capabilities (i.e. navigating and working within multiple windows/applications, ability to communicate and document simultaneously). | ||
| Communication Skills | Description | Requirement |
| Demonstrate excellent written and verbal communications skills in English and one of the following languages: German, French, Spanish, Italian, Portuguese, Japanese and Mandarin. | ||
| Utilize softskills when working with customers; de-escalate situations and/or prevent escalations. | ||
| Capable of engaging in verbal discussion; understanding appropriate use of cross-cultural vernacular. | ||
| Capable of conveying thoughts in a clear and concise manner. | ||
| People Skills | Description | Requirement |
| Professional and courteous | ||
| Capable of self and time management | ||
| Capable of working within a team environment | ||
| Description | Requirement | |
| Customer Profile | The profile of customers calling are System /IT Administrators of Large enterprise in the following verticals: Finance, Trading/Advisory, Energy, Insurance, Legal, Travel/Tourism, Education, Healthcare, Retail, Technology, Media/Entertainment, Communications, and Defense80% of customers are US based; 20% EMEA / APAC | Preferred |
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