The Role
The Technical lead (TL) is responsible for helping our engineers in delivering high quality of support for all our customers on backup and recovery products. The TL should work on enhancing the knowledge of the Support Engineer and make sure that Timely Resolution is provided to all the support incidents. The TL should ensure all cases and problem tasks of the engineers are properly managed according to customer and business expectations.
Responsibilities:
- Meet or exceed call and case review goals, concentrating on the technical and troubleshooting skills and process adherence.
- Meet weekly with your assigned SE’s to ensure proper handling and disposition of issues.
- Coach and Mentor Support Engineers on Technology and incident management processes.
- Be available to monitor and respond to critical questions via appropriate tools.
- Provide actionable process or technical feedback derived from listen-ins or case reviews to managers and Engineers.
- Escalate cases to Support Engineering in the Backline or Escalation Services as needed.
- Identify training needs and prepare and deliver training/triages to Support Engineers on site.
Qualifications, Abilities and Experience should Include
- Must have good Technical knowledge on infrastructure and infra management tools/applications
- Deep experience in one of the following technologieswill be considered a plus:
- Virtualization
- Database Systems
- Deduplication
- Messaging and Email systems
- Should have worked with Enterprise customers for 4 years or more
- Must understand the Global English processes and procedures and be able to describe them.
- Must have excellent written and verbal communication skills.
- Must have excellent customer handling skills
- Up to date MCSE/CCNP/A+/VmWare certification preferred
- Proven excellent oral and written communication skills including the ability to provide clear, concise feedback.
- Proven ability to develop and deliver training and technical content.
- Strong organizational skills including the ability to monitor multiple communication channels, review reports, organize and conduct effective meetings.
- Strong initiative and the ability to deal effectively with ambiguity.
- Ability to be creative and flexible in order to help change.