Experience level:
1.0 to 4.0 years
Roles and responsibility for
L1 & L2 Enterprise Technical Support (Windows and/or Linux, Multiple Clients of Vati! - Best Places to work!, Bangalore :
| Role | Analyze problems with the service and resolve the issues. Gather information from customers either by phone, chat or e-mail to enable effective troubleshooting | ||||||
| Troubleshoots and repairs hardware and software problems with servers, back up devices and so on and Coordinating with other vendors to resolve customer issues. | |||||||
| Install / Uninstall various software and upgrades equipment when necessary | |||||||
| Handle and Troubleshoot Technical queries from global enterprise customers | |||||||
| Troubleshooting Technical Issues related to storage, Network Storage, data recovery, tape libraries, Servers, and Operating System. | |||||||
| Handle critical changes and be the SPOC for entire life cycle of the change | |||||||
| Process Compliance | Gather information from vendor and customer and update the tickets regularly as per the defined process | ||||||
| Following the various Escalation Matrix ( Vendor , Internal and Customer defined ) | |||||||
| Ensure tickets are closed post user / customer communication | |||||||
| Constantly track tickets for SLA adherence and escalate on deviations as defined in the process | |||||||
| Competencies / behavioral skills | 1. Excellent english verbal and written communication skills 2. Orientation towards understanding customer’s issue and responding accordingly. 3. Good technical knowledge about Network Storage, data recovery, tape libraries, Servers, and Operating System. 4. Certifications in MCSE, Storage, and RHC would be an added advantage. 5. Willingness work in 24/7 working environment. | ||||||
Requirements for
L1 & L2 Enterprise Technical Support (Windows and/or Linux, Multiple Clients of Vati! - Best Places to work!, Bangalore :
| Qualification | Engineering degree Graduate Degree or Diploma in Science |
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| Work Experience -No. of years | 1 - 3 years of experience in providing technical support for global customers | ||||||
| Nature of experience | 1. Experience in providing technical support
for workstation/servers on hardware related issues 2. Experience in providing technical support for software’s like operating systems(Windows/Linux) 3. Experience in support software based applications 4. Experience in installation and configuration of servers/networking devises on Windows / Linux platform 5. Knowledge about NAS and SAN 6. Experience in troubleshooting storage products in 24/7 environment |
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| Competencies / behavioral skills | As per matrix | ||||||
Contact information for L1 & L2 Enterprise Technical Support (Windows and/or Linux, Multiple Clients of Vati! - Best Places to work!, Bangalore :
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