Job description
o Act as a trusted advisor by providing technical support to Global Enterprise level Customers and Partners on Veritas Information Availability Products (Storage Foundation Suite)

o Researches on a wide array of technical subjects such as Operating Systems, Infrastructural Technologies and Veritas Software Products

o Applies specialized knowledge, analytical practices and procedures to analyze, diagnose and resolve issues in unique and often complex enterprise environments

o Effectively communicates procedural and technical issues to internal and external customers/stakeholders in an enterprise environment

o Participates and possibly leads conference calls with customers and 3rd party Teams/Vendors

o Assesses when it is necessary to engage or escalate to senior resources to resolve complex issues

o Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers

o Comfortable working in a shift model

o Develop documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution

o Engage in on-going training and departmental development, along with self-learnings

o Works toward becoming subject matter expert in a particular area or areas

o Determines which technical tool(s) and tests are to be used

What you will be doing:

Act as a trusted advisor by providing technical support to Global Enterprise level Customers and Partners on Veritas Information Availability Products (Storage Foundation Suite)
Researches on a wide array of technical subjects such as Operating Systems, Infrastructural Technologies and Veritas Software Products
Applies specialized knowledge, analytical practices and procedures to analyze, diagnose and resolve issues in unique and often complex enterprise environments
Effectively communicates procedural and technical issues to internal and external customers/stakeholders in an enterprise environment
Participates and possibly leads conference calls with customers and 3rd party Teams/Vendors
Assesses when it is necessary to engage or escalate to senior resources to resolve complex issues
Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
Comfortable working in a shift model
Develop documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution
Engage in on-going training and departmental development, along with self-learnings
Works toward becoming subject matter expert in a particular area or areas
Determines which technical tool(s) and tests are to be used
This role involves: 24×7 shifts On-call technical support

What skills, experience and education you need as a team member to succeed:

Graduates / Post Graduates
4+ years of working knowledge and experience troubleshooting applications and platform faults in Enterprise environments
Customer support experience at an enterprise level and corporate environment is desired
Dealing with customer issues over the telephone on a daily basis using a call tracking system
Providing feedback to customers on their issues as they are progressed
Ensuring customer satisfaction by providing a professional service and swift resolution to all customer issues.
Recreating problems in house and providing evidence where bug fixes are required.
Accustomed to conducting research to find answers to questions and solutions to problems from various sources
Understanding of support escalation matrices and leverage the same as required
Essential Hands on experience across the following core technologies:

Operating Systems- Microsoft Windows (2008/2012)
Good knowledge of OS administration, Patch Package Management OS specific debugging tools (WinDBG)
Experience with logical volume management (LVM) Disk Manager Concepts.
SAN/NAS – experience in storage technologies, Storage Topologies, RAID concepts.
Multipathing concepts
Basic knowledge on Core Crash dump Analysis.
Performance monitoring troubleshooting tools.
Networking Fundamentals: TCP/IP, DNS, DHCP, and NFS.
Working knowledge in one or more of the following technologies: Knowledge on virtualization technologies: VMWare, Hyper-V
Disk arrays such as EMC Storage, Hitachi, Sun Storage.
Knowledge of replication and disaster recovery solutions.
High Availability Technologies and Clustering concepts.(Windows Failover Clustering)
Experience in Basic Scripting (PowerShell VBScript)
Industry standard certifications : MCP, MCSE, VCP(VMware Certified Professional)
Exceptional verbal and written communication skills
Strong analytical and troubleshooting skills
Proven capability to own, drive and take responsibility
Ability to multitask, prioritizes, and works well under pressure
Team Player : Ability to work and collaborate in a Team environment
Experience of working in a pressurized support environment