Description JOB TITLE: Enterprise Services Engineer REPORTS TO: Director - Service Delivery LOCATION: India DATE: April 2025 Since 1979, Meridian has guided customers in transforming the technology tools and resources they already have into undeniable business value. We do more than help our customers simply buy technology; at Meridian, we partner with our customers to adopt technology to enable their business strategy and growth. Meridian helps maximize the value of technology investments with our technology adoption experts and their 3000+ certifications, flexible consumption and deployment models, contract and service management, global service and support, and custom finance options. POSITION SUMMARY The Enterprise Services Engineer is a hands-on technical resource that provides L2/L3 support for our enterprise customers. This individual will have a general understanding of many infrastructure technology verticals and operating systems and should have at least one core area of expertise. The candidate will need to have strong communication and problem-solving skills along with a strong willingness to learn new technologies. DUTIES AND RESPONSIBILITIES Performing Backup & Restore operations within RTO&RPO Performing Health checks on client environment like Backup status, Aux copy status, data aging and library space; Installation of different Commvault agents on client computers; Working on root cause analysis for backup failures; Configuration/de-activation of backup policies for new and de-commissioned clients; Working on Tape library issues like drive mount issues; Upgrading service pack for all the clients in a timely manner. Pro-actively monitor for the slow backups, Hung jobs, long queued Jobs in the environment and take necessary action; Working on Media agent communication issues and troubleshooting; Knowledge of configuring disk library, Tape library and cloud library and upgrade of IBM& HP tape library; Configure and troubleshoot VM backups on Hyper- V, Nutanix & VMware; Perform Restores for client data which includes File system, SQL, Oracle, SAP HANA, Sybase Oracle RAC Backups; Upgrade Commserver and Media agents to latest SP; Troubleshooting SAP HANA, SYBASE backups, SQL backups, ORACLE and Windows File system & Linux FS backups; Sending Daily Reports to customers by mentioning all Backup issues and necessary actions to be taken on Backup failures; Analyzing the Major incidents which occur in Day-to-Day operation.; Attending conference calls with vendors, resolver groups and management; Analyze and resolve escalated problems and make SOP for future reference; Restorations of the files, folders, System State, and some databases as per request from clients; Troubleshooting and resolving backup failures due to hardware and software errors.; Assisting customer to add new servers to Backup rotation; Media management (Recalling tapes from offsite and coordinating with vendor to deliver it onsite Tape loading / Unloading); Taking care of Ad hoc Backup and Restoration Requests. Ensure that customer satisfaction levels are exceeded; Actively working on new projects [New installations of Commvault]; Creating storage policies, sub-client policies and schedule policies; For drive down issues coordinated IBM and Datacenter to resolve drive issues; Load Balancing on media agent to run Backups smoothly without space issues; Discussing failures and remediation techniques in team meetings daily; Preparing process documents for Quality and audit purpose; Working Knowledge on CommServ, Media Agents and Client Configurations; Analyzing the risk factors and cost factors to maintain the data continuity services; Participate in hurdles aimed at sharing knowledge with colleagues to develop more efficient resolutions; Interacting with the client, analyzing the business requirement & suggesting the best solution for data protection based on application and business requirement of End user; Working knowledge on cloud Backup configurations and restoration from cloud to on-prem; Configuring high availability and Live Sync on customer environments; Knowledge of workflow operations in CommVault; Media agent Sizing requirements and troubleshooting High Q & I issue; FREL server configuration and troubleshooting browse issues at the time of Granular level restore; IntelliSnap Backup configuration and troubleshooting on storage Array issues; Working knowledge on Commvault Metallic cloud. QUALIFICATIONS & REQUIREMENTS 8+ years experience as a technical IT resource; 6+ years supporting or delivering in an enterprise-level environment; Experience in the following technology areas, expertise in 3; Windows Linux/UNIX Virtualization Storage (On-prem or cloud-based) Network/ Security UCS Commvault Exchange Meridian Group International, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Description JOB TITLE: Junior Support Analyst REPORTS TO: Support Centre Manager LOCATION: India DATE: May 2025 For 40+ years, Meridian IT has been helping medium and enterprise businesses solve their complex technical IT problems. Through a unique strategic perspective, deep expertise, and a personalized proactive approach, Meridian IT is the top IT solutions provider in the industry. Offering best-in-class cloud, hybrid, and on-premises data storage solutions, backup and recovery solutions, security solutions, hyperconverged infrastructure, contact center solutions, flexible pricing models and award-winning managed services, Meridian IT works with each client to create a customized plan to help solve their IT obstacles. Meridian IT is part of Meridian Group International. Meridian Group International is a privately held organization headquartered in Deerfield, IL. Operating since 1979, Meridian Group International is a leading IT service provider and equipment leasing and finance company across 4 continents. Position Summary The Junior Support Analyst is a hands-on technical resource who provides L1 support for our enterprise customers. The Junior Support Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. They will also be responsible for responding to, documenting, and resolving support tickets in a timely manner according to SLA. The IT Jr. Support Analyst must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members. Primary function will be to answer support tickets and assist with whatever technical issues the client may be facing and connect via remote logon to resolve technical issues. The candidate will need to have in-depth knowledge of hardware and software systems, high-level interpersonal skills, and the ability to solve complex IT issues. Ultimately, a top-notch Jr. Support Analyst can easily identify and solve technical issues on-site and via remote access with strong communication and strong willingness to learn new technologies. Duties and Responsibilities Responding to technical support tickets; Talking directly to the customer to determine the nature of the technical issue; Connecting to the customer s computer system via remote access; Identifying the nature of the hardware, software, or networking issue; Providing the customer with resolution choices; Installing new hardware systems, software upgrades or networking cables; Fixing any software or hardware issues; Providing minor technical or operational training; Completing IT support logs; Provide exceptional customer service via phone and email as appropriate; Maintain ownership for the resolution of complex technical problems; Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention; Able to analyze production issues from the business and application/code perspective and outlines corrective actions; Follow the standard workflow defined for each of our customers; Resolve helpdesk issues in a timely manner based on incident priority and SLA requirements; Update documentation as required to support future issue resolution; Create detailed records leveraging the Meridian Support Portal; Follow the standard customer onboarding process; Ensure optimal service transition by proactively working with other teams within our organization; Contribute in meeting various SLA s and KPI s to ensure assigned tasks are completed on time and the delivery timelines meet the quality targets of the organization; Ready to work in US Shift and over weekend support model; Responsible for clear and timely communication to multiple stakeholder groups as required for incident management; Escalate the incidents to L2/L3 if not resolvable by L1; Participate in customer meetings if required; Send concise information to the Technical Manager during service interruptions; Should be confident to work directly and independent with Site and business; Perform other duties as assigned. Qualifications and Requirements Degree in Computer Science or any other related field; Technical knowledge is required; Microsoft Office 2007 to 2013; Linux, Windows 7, Windows 8, Windows 10, XP and Vista; Windows Server 2003 and 2008 and 2012; Excellent verbal and written communication; Exceptional problem-solving skills and ability to navigate challenging situations in a professional manner; Excellent organizational skills ability to prioritize, manage, multi-task, and execute projects cross-functionally; Able to apply non-linear and logical thinking to problem-solving; Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario; Should be able to work in rotational shifts. Meridian Group International, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.