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Technical Support Engineer - Tier 3

Druva Data Solutions Private Limited

Keywords / Skills : Active Directory, Vmware, Virtualization, Backup, Storage, Global Technical Support

Pune

8 - 15 years

Posted: 2018-12-03

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Nationality

India

Industry

• IT/ Computers - Hardware
• IT/ Computers - Software

Function

Role

Technical Support Engineer

Education

Any graduate

Posted On

3rd Dec 2018

Job Description

Skills & Qualifications:

Experience should be within a technology support role. Preference to experience that is also within a highly dynamic, high growth organization
Fluent in the following: Windows, Mac and Linux operating systems with good troubleshooting ability
Good Windows, Mac & Linux troubleshooting ability.
Knowledge of Backup & Storage concepts, Microsoft Technologies & Cloud computing will be added advantage
Solid networking, hardware and software troubleshooting skills
Proven track record of offering consistently superior levels of customer service
A warm personality, work well with co-workers and are kind and patient with customers
The ability to think calmly and rationally during a crisis
The ability to make decisions on your own, and consult with team leaders as needed
Takes a self-directed leadership role in support and resolution of a technical issue
Be a good listener, to really understand a customer problem or question and help them solve it
Excellent written and verbal communication skills

Roles & Responsibilities:

Provide excellent service to customers, excelling in empathy and case ownership
Handle escalated customer issues and see problems through to resolution
Facilitating customer communication, education and retention
Managing a large number of disparate customer issues in parallel
Collaborating with your team on issues and their solutions
Reviewing manuals, release notes, and patch documentation for possible issue resolution
Assist on Engineering/Product Management feature teams as a customer representative
Utilizing remote secure access technologies to diagnose and resolve customer issues
Meeting Service Level Agreements metric for all customer channels
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Recreating and verifying software defects in the field or under lab conditions reported by customers
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Work in shifts with coverage 24x7x365

Ensure proper documentation and closure of all customer issues

Key Skill(s)

Active Directory Vmware Virtualization Backup Storage Global Technical Support

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About Company

Druva , a young and fast growing organization already making its presence felt globally .We provide a bouquet of products in data storage, protection and management for various enterprises and devices as well as Cloud BackUp Solutions.
Headquartered at Sunnyvale-California, we are present across 6 locations in US Asia, Europe, Australia serving more than 3000 customers.
You would be part of a highly talented team contributing to the growth of our clients like NASA ,PwC, Xerox, Louis Vuitton etc.
We invite you to be a part of the Pune team - hosting one of its world class facilities our employees enjoy attractive HR benefits and wholesome recreations facility along with a great career opportunity ! Listed are the career opportunities : http://www.druva.com/about/careers/