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Sr. Technical Support Specialist

Sr. Technical Support Specialist

Opentext

5 - 10 years

20 - 25 Lacs

bengaluru

Posted:5 days ago| Platform:

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Skills Required

vmware san service level linux disaster recovery customer support windows information management virtualization technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Diagnose, troubleshoot, and identify/resolve service and product offerings issues. This could be at any level operating system, application, network, hardware level, hypervisor, cloud environment, etc.
Manage multiple customer cases simultaneously while maintaining high levels of customer satisfaction.
Ensure all case-related information and activities are accurately documented and provide timely progress updates to customers and account managers to maintain service level agreements.
Work with Tier 3, Operations, and Development on technical escalations, bugs, and feature requests.
Excellent customer service skills, adding to the customer experience.
A track record of sound judgment and decision-making in positions with significant responsibility.

Challenging yourself to master the complex subject matter
Communicating with and assisting people of varying technical skill levels
Consistently providing excellent technical support when subjected to different degrees of visibility into affected environments
Troubleshooting errors with diverse degrees of depth and complexity
Keeping a patient and collected composure while resolving customer requests and possessing excellent customer service skills.

Searching information sources for relevant documentation, user/admin guides, knowledge base articles, white papers, PDFs, reliable websites, etc.
Building and leveraging VMs, maintaining a functional virtual workspace

WHAT YOU NEED TO SUCCEED

5+ years of experience in backup and recovery operations.
Hands-on experience with Backup and recovery solution.
Familiarity with cloud backup solutions (e.g., AWS Backup, Azure Backup).
Solid understanding of storage systems (NAS/SAN), virtualization (VMware/Hyper-V), and Windows/Linux environments.
Ability to automate tasks using PowerShell, Bash, or Python.
Strong troubleshooting and documentation skills.
Willing to work in rotational shifts

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Software Development

OpenText

bengaluru, karnataka, india

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Sr. Technical Support Specialist