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Dear Candidate,
Hi,
My name is Gulam Rasool. F part of Talent Acquisition Team of Sutherland Global Service Pvt. Ltd.
Established in 1986, Sutherland Global Services is a global provider of business process and technology management services. Sutherland offers an integrated portfolio of analytics-driven back-office and customer-facing solutions that support the entire customer lifecycle and is one of the largest, independent BPO companies in the world serving global leaders in major industry verticals. Headquartered in Rochester, N.Y., Sutherland employs over 30,000 professionals and has locations across the United States, Canada, Brazil, Mexico, Colombia, Jamaica, Slovakia, Estonia, Sweden, Bulgaria, UK, Morocco, UAE, Egypt, Malaysia, Philippines, India and China. For more information, visit www.sutherlandglobal.com
Requirement: Enterprise Back Up Exec
Location: Bangalore
Shift: 24/7
Job Description
Responsibilities
Provide end to end complex technical support to Backup and recovery customer base through to resolution via telephone and email .
The successful candidate will be expected to become a Subject Matter Expert in Backup exec suite of products, documenting discovered issues and bugs through knowledgebase documents, product training, and white paper authoring.
The employee's primary responsibility will be to successfully resolve technical issues with customers over the phone with continued follow up until resolved and Ensure proper escalation procedures are followed for unresolved issues
Technician to Advocate customer requests, troubleshoot and resolve complex, critical and sensitive support issues, and participate in conference call escalations when required.
As part of the day to day job, Technicians are expected to duplicate and verify customer issues by re-creating scenarios in a lab environment, prioritize open issues and offer innovative ideas to improve product quality.
Technicians will participate in new product releases and beta cycles to ensure information and training requirements are met to support new products whilst researching a wide variety of technical subjects including operating systems, Symantec Backup and Recovery software, and third party applications.
Qualifications
Demonstrate excellent written and verbal communications skills in English.
Technical degree preferred and previous experience required, preferably in supporting large enterprise customers
In-depth knowledge of Windows 2003 and 2008 with extensive hands-on networking experience
In-depth knowledge of Active Directory, domains and domain trusts as well as Widows Registry, Windows workstation and server, user profiles and security and server-based software.
Experienced in supporting large enterprise customers
Must be familiar with networking protocols and hardware, preferably with MC SE certification
Any combination of the following will be a plus : Oracle DB, Java, SMS, MS Exchange, MS SQL and/or UNIX
Ability to resolve problems systematically, efficiently and effectively Must have good organizational and interpersonal skills, and work well both independently and as part of a team.
Below is additional details on the Tier 2 Skillset
* Additional troubleshooting skills, primarily how to read debug of that item.
* DBS skills useful.
* Programing skills not required
* Server Operating Systems - Basic knowledge required.
* Networking - Basic knowledge required.
* If supporting Exchange or Archive Option for Exchange then Exchange Server skills required.
* previous experience on backup products - TSE's supporting NDMP option need to know Netapp and EMC.
Regards,
Gulam Rasool. F
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