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Sr. Technical Support Specialist

Sr. Technical Support Specialist

Opentext

5 - 8 years

8 - 13 Lacs

bengaluru

Posted:12 hours ago| Platform:

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Skills Required

vmware sql device integration troubleshooting aws oracle microsoft azure customer focus fiddler technical support incident management debugging logging sap hana

Work Mode

Work from Office

Job Type

Full Time

Job Description

Sr.

WHAT THE ROLE OFFERS:

Representing OpenText acting as first point of contact for all technical inquiries regarding Data Protector and its integration into external environments.
Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathy
Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone-based activities, and schedule adherence.
Show an understanding of the customer environment and product, enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
Act as a key point of contact for customer follow up and incident management, while maintaining updates and resolution.
Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
Contributing to the knowledge base by authoring and editing articles to share current information with team members.

WHAT YOU NEED TO SUCCEED:

5-8 years of hands-on experience with OpenText Data Protector
Expertise in enterprise backup architecture, media agent configurations, cell server management, and backup device integration.
Strong understanding of Linux/Unix and Windows operating systems.
Experience integrating Data Protector with databases (Oracle, SQL, SAP HANA), virtual environments (VMware, Hyper-V), and cloud platforms (AWS, Azure).
Proven problem-solving skills and analytical thinking with attention to detail.
In-depth knowledge on Windows & Linux OS
Knowledge on debugging & troubleshooting (system logs, processor logs, fiddler logs)

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Sr. Technical Support Specialist