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Job Title: Technical Support Analyst

Process: Backup Exec

Job location: PUNE

Job description:

The main purpose of the Technical Support Analyst job family is to provide assistance 24x7, 365days a year to enterprise customers (external and internal, i.e. Database Administrators, internalSymantec, Symantec partners, field engineers, and other support personnel) by troubleshooting andresolving their technical issues. These engineers provide support on heterogeneous environmentsthat are utilized on highly complex mission critical systems. Typical skill sets include WindowsServer operating systems, technologies such as security management, virus protection, clustering,replication, SAN, networking, and system and database administration. The technical issues aretypically highly complex, spanning multiple Symantec products and third party vendors. In addition,

these engineers continually participate in building the capability and capacity of the technical supportOrganisation by capturing and documenting information. Support is provided in a variety of waysincluding phone, online services, onsite, and electronic mail.

Skills required:

For Windows Support 2+ years experience providing 2nd/3rd line support with an MCSE or 18months experience providing 2nd/3rd line support in a Microsoft environment.

Experience in a pressurized support environment. Knowledge/experience of working in cross platforms server environments. Sound working knowledge of Windows 2003 and Windows 2008. Previous knowledge of any of core VERITAS products. Capable of working with related hardware systems such as tape drives and libraries. Knowledge of Server hardware. Demonstrated strong customer service/support skills such as active listening, good verbal and

written communication. Able to multi-task across several open cases and manage and prioritize own time. Accustomed to conducting research to find answers to questions and solutions to problems from

various sources. Evidence of establishing technical credibility with a wide range of customer contacts with the

ability to read the customer and modify behaviour/approach. Should have worked on 24X7, voice support process.

DESIRABLE REQUIREMENTS:

Knowledge of Mail servers such as Exchange & Lotus Notes Knowledge of Hyper-V & VMware Knowledge of databases like Oracle, SQL, etc

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Experience required (Years): 2+ Yrs

Education preferred: Diploma Holders / Graduates / Post Graduates in Engineering / Science.

Evaluation process: Technical interview and Ops Interview