#Symantecjobs #pune Title Tech Support Engineer (EMM) Auto req ID 20051BR Full-time or Part-time Full-time Location IND - Maharashtra, Pune - EON IT park Responsibilities • Provides standard to moderately complex technical support to field engineers, technicians, product support and customers when first-line product support has failed to identify or fix equipment or software issues. • Documents and reports design, reliability and maintenance issues. Analyzes technical support problems and identifies customer and internal needs. Considered product subject matter experts. Document the solutions to known issues, through Knowledgebase documents, product training, and white paper authoring. • Advocate customer requests, troubleshoot and resolve complex, critical and sensitive support issues, and participate in conference call escalations to provide next level issue resolution for Essential and BCS Advanced access customers. • Verify and duplicate customer issues. Prioritize open issues, define and track bugs for Development, and offer innovative ideas to improve product quality. • Participate in new product releases and beta cycles to ensure information and training requirements are met to support new products. Research a wide variety of technical subjects including operating systems, Symantec software, security and third party applications. • Provide product training, workshops and technical mentoring to regional support groups. Provide on-call support for 24x7/Follow the Sun and MSS for Sev1 & Sev2 issues. • Uses professional concepts and company policies and procedures to solve a variety of problems. • Full use and application of standard principles, theories, concepts, and techniques. Works on problems of moderate scope where analysis of situations or data requires a review of identifiable factors. • Exercises judgment within defined procedures and practices to determine appropriate action Should a successful candidate need to relocate to Pune, a contribution to relocation costs will not apply. Qualifications “• Bachelors Degree, or a minimum of two years technical experience, or one year technical experience plus certification (i.e. MCSE, MCP, CNE, CCNA) that sufficiently demonstrates ability to analyze, meet deadlines, and problem solve in a product support environment. • 2-4 years experience in a leadership role with networking and security software. The Ideal candidate will be fully familiar with Symantec products and architecture, able to troubleshoot and identify complex network and software issues. • Direct customer support experience is essential. • Exceptional verbal and written communication, customer service, and troubleshooting skills are required for this position as well as organizational skills, high-level troubleshooting, and the ability to meet deadlines. • Desired Skills include: MCSE, A+ certification, CNE, Domino, Exchange, Windows based Servers, Novell NetWare, Unix/Linux based Operating Systems, DNS, IIS, SQL, TCP/IP, routing and IPX/SPX Networking and a working knowledge of network and computer security.
Posted on: Wed, 20 Aug 2014 11:32:27 +0000
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