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Technical Support Engineer - Tier 3

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

8 - 15 years
Posted: 2018-12-03

Nationality
India
Industry
IT/ Computers - Hardware
IT/ Computers - Software
Function
IT
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



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/
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