ENGINEER TECHNICAL SUPPORT - L1

The Technical Support Engineer - L1 will be responsible for providing technical assistance and support to customers regarding backup and recovery solutions. They will troubleshoot and resolve customer issues, escalate complex problems to higher-level support teams, and ensure customer satisfaction.

• Provide first-level technical support to customers via phone, email, or chat.
• Troubleshoot and resolve customer issues related to backup and recovery solutions.
• Document customer interactions and resolutions accurately in the ticketing system.
• Escalate complex problems to higher-level support teams for further investigation and resolution.
• Collaborate with cross-functional teams to identify and implement solutions to improve customer experience.
• Stay updated with product knowledge and industry trends to provide effective support.

• 1-3 years of experience in technical support or a related field.
• Strong knowledge of backup and recovery solutions, specifically in System Backup and Veritas Netbackup.
• Proficiency in troubleshooting and resolving customer issues.
• Excellent communication and interpersonal skills.
• Ability to work independently and in a team environment.
• Attention to detail and strong problem-solving abilities.

• Technical expertise in backup and recovery solutions.
• Customer-oriented approach with excellent communication skills.
• Ability to prioritize and manage multiple tasks effectively.
• Strong analytical and problem-solving skills.
• Adaptability and willingness to learn new technologies.

• Provide timely and accurate technical support to customers.
• Achieve customer satisfaction targets by resolving issues effectively.
• Collaborate with team members to meet service level agreements.
• Continuously improve product knowledge and technical skills.
• Adhere to company policies and procedures.