Sr. Tech Support Engineer UNIX
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
5+ years of working knowledge and experience troubleshooting applications and platform faults in Enterprise environments
o Customer support experience at an enterprise level and corporate environment is desired
o Dealing with customer issues over the telephone on a daily basis using a call tracking system
o Providing feedback to customers on their issues as they are progressed
o Ensuring customer satisfaction by providing a professional service and swift resolution to all customer issues.
o Recreating problems in house and providing evidence where bug fixes are required.
o Accustomed to conducting research to find answers to questions and solutions to problems from various sources
o Understanding of support escalation matrices and leverage the same as required
o EssentialHands on experience across the following core technologies :
o Operating Systems - UNIX (Solaris/AIX/HP-UX), LINUX (RedHat/SuSE)
o Good knowledge of OS administration, Patch & Package Management & OS specific debugging tools.
o Experience with logical volume management (LVM) & Volume Manager concepts.
o SAN/NAS – experience in storage technologies, Storage Topologies, & RAID concepts.
o Multipathing concepts (MPxIO, Powerpath , HDLM)
o Basic knowledge on Core & Crash dump Analysis.
o Performance monitoring & troubleshooting tools.
o Networking Fundamentals: TCP/IP, DNS, DHCP, NFS.
o Working knowledge in one or more of the following technologies:
o Cross platform server environments and Server Hardware
o Knowledge on virtualization technologies: VMWare, Zones/LDOMS,KVM,HACMP
o Disk arrays such as EMC Storage, Hitachi, Sun Storage.
o Knowledge of replication and disaster recovery solutions.
o High Availability Technologies and Clustering concepts.
o Experience in Basic Scripting (Perl & Bash)
o Industry standard certifications : Solaris 10/11, Linux (RedHat/SuSE), IBM AIX, HP-UX
o Exceptional verbal and written communication skills
o Strong analytical and troubleshooting skills
o Proven capability to own, drive and take responsibility
o Ability to multitask, prioritizes, and works well under pressure
o Team Player : Ability to work and collaborate in a Team environment
o Experience of working in a pressurized support environment
Diploma Holders / Graduates / Post Graduates
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