| Scope of support | Enterprise Technical Support | 1.0 | |
| Designation | Technical Support Engineer | ||
| Role | Enterprise Technical Support | ||
| Level | Level 2 | ||
| Job Description | Responsible for answering and placing technical support communications for Backup Exec customers:· The primary responsibility is to successfully troubleshoot and resolve highlycomplex technical issues on heterogeneous environments that are utilized on highly complex, mission critical systems. This requires consistent follow up with customers until issues are resolved or proper advancement procedures are followed for known issues.
· Provide end-to-end complex technical support via telephone, email and/or chat. · Become a subject matter expert in Backup Exec suite of products, documenting discovered issues and bugs through knowledgebase documents and product training. · Become a subject matter expert 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, deduplication, NDMP, Hyper-V), mail servers (Exchange, Lotus Notes),etc. · Technicians are expected to reproduce and verify customer issues by re-creating scenarios in a lab environment and prioritize open issues. · Technicians will participate in new product releases and beta cycles to ensure information and training requirements are met to support new products whilst researching a wide variety of technical subjects including operating systems, Symantec Backup and Recovery software, and third party applications. · Remain updated in client and industry led processes, technology applications, utilities, and products · Advocate customer requestsand participate in conference call escalations when required. · Utilize various internal and client-based tools and applications for customer management and servicing. · Utilize various logical thought processes and troubleshooting techniques to 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. · Participate in building the capability and capacity of the technical support organization. · Work and partner with others within a team-based environment. · Achieve and maintain required metrics and goals. |
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| Category | Description | Requirement | |
| Qualification |
|
Required | |
| Experience | Description | Requirement | |
| For Window support, 4+ years providing 2nd/3rd line support with an MCSE; or 18+ months experience providing 2nd/3rd line support in a Microsoft environment. Or, 3+ years of relevant technology experience supporting large enterprise clients. | Required | ||
| Technical Skills | Description | Requirement | |
| In-depth knowledge of Windows 2003,2008 / R2, 2012 / R2, 2013with extensive hands-on networking experience. | Required | ||
| 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. | Required | ||
| Experienced in supporting large enterprise customers. | Required | ||
| Must be familiar with networking protocols and hardware, preferably with MCSE certification. | Required | ||
| Any combination of the following will be a plus : Oracle DB, MS Exchange, MS SQL, SharePoint and/or LINUX | Required | ||
| 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. | Required | ||
| 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. | Required | ||
| Perform disaster recovery of supported technologies. | Required | ||
| Understand PowerShell basics. | Required | ||
| Understand Performance Monitor (SysInternal Suite) and similar tools for analysis. | Required | ||
| Depth of troubleshooting, analysis andproblem solving skills are required. | Required | ||
| Conduct research to find answers to questions and solutions to problems from various resources. | |||
| Multi-tasking capabilities (i.e. navigating and working within multiple windows/applications, ability to communicate and document simultaneously). | Required | ||
| 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. | Required | ||
| Utilizing softskills to de-escalate a case and or prevent and escalation. | Required | ||
| Capable of engaging in verbal discussion; understanding appropriate use of cross-cultural vernacular. | Required | ||
| Establish technical credibility with a wide range of customer contacts; ability to “read” the customer and modify behavior/approach to fit the situation. | |||
| Capable of conveying thoughts in a clear and concise manner. | Required | ||
| People Skills | Description | Requirement | |
| Professional and courteous. | Required | ||
| Capable of self and time management. | Required | ||
| Capable of working within a team environment. | Required | ||
| 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 | |