Technical Specialist - Tier 1 (Media Management)

<h3>Accountabilities</h3><li>
<strong>Technical Troubleshooting:</strong>Investigate, diagnose, and resolve customer issues involving storage technologies, backup systems, connectivity, and data management solutions.</li><li>
<strong>Customer Support:</strong>Provide high-quality technical assistance through phone, email, and remote desktop sessions, ensuring professional communication and timely resolution of customer concerns.</li><li>
<strong>Root Cause Analysis:</strong>Reproduce technical issues in internal environments, analyze system logs and diagnostic data, and identify underlying causes or potential software defects.</li><li>
<strong>Storage and Infrastructure Support:</strong>Troubleshoot storage area networks (SAN), network-attached storage (NAS), storage appliances, and related hardware and software configurations.</li><li>
<strong>Networking and System Diagnostics:</strong>Investigate connectivity, name resolution, and performance issues involving TCP/IP, DNS, Windows Firewall, Volume Shadow Copy Service (VSS), and Microsoft clustering technologies.</li><li>
<strong>Technical Collaboration:</strong>Work independently and alongside colleagues, engineering teams, and product specialists to develop effective solutions for complex customer incidents.</li><li>
<strong>Knowledge Sharing:</strong>Contribute technical insights to internal knowledge bases, online forums, and solution repositories to improve support efficiency and customer outcomes.</li><li>
<strong>Enterprise Customer Engagement:</strong>Support enterprise-level customers, including remote and restricted-access environments, while maintaining a strong focus on customer satisfaction.</li><li>
<strong>Continuous Improvement:</strong>Participate in product beta testing, build and maintain troubleshooting labs, and share findings that contribute to product development and service quality.</li><li>
<strong>Shift Coverage:</strong>Support customers across different time zones and participate in a 24/7 support rotation as required.</li><h2>Requirements</h2><li>
<strong>Professional Experience:</strong>At least 2 years of experience in technical support, customer support, or a related IT troubleshooting role.</li><li>
<strong>Storage Technologies:</strong>Practical knowledge of storage administration and troubleshooting, including SAN, NAS, storage appliances, event logs, crash dumps, application dumps, and diagnostic tools.</li><li>
<strong>Networking Fundamentals:</strong>Strong understanding of TCP/IP, DNS, connectivity troubleshooting, name resolution, network performance, and Windows Firewall.</li><li>
<strong>Backup and Data Management:</strong>Understanding of backup principles, data protection, recovery processes, and enterprise data management fundamentals.</li><li>
<strong>Backup Software Experience:</strong>Familiarity with solutions such as Veritas, Symantec Backup Exec, NetBackup, ShadowProtect, NetWorker, Avamar, Veeam, or IBM Tivoli Storage Manager (TSM) is an advantage.</li><li>
<strong>Operating Systems:</strong>Knowledge of Windows environments is important; Linux skills are desirable.</li><li>
<strong>Enterprise Infrastructure:</strong>Experience troubleshooting enterprise-level hardware, software, and infrastructure environments is beneficial.</li><li>
<strong>Technical Analysis:</strong>Ability to investigate complex issues, analyze diagnostic information, reproduce problems, and develop practical solutions.</li><li>
<strong>Communication Skills:</strong>Strong written and verbal communication skills, with the ability to explain technical concepts clearly to customers with different levels of technical expertise.</li><li>
<strong>Customer Orientation:</strong>A commitment to customer satisfaction, service quality, and building strong professional relationships.</li><li>
<strong>Organization and Prioritization:</strong>Excellent multitasking skills, sound judgment, and the ability to manage competing priorities in a time-sensitive support environment.</li><li>
<strong>Teamwork and Autonomy:</strong>Ability to work independently while collaborating effectively with distributed technical teams.</li><li>
<strong>Availability:</strong>Willingness to work in a 24/7 support environment, including shifts as required.</li><h2>Benefits</h2><li>Continuous professional development, technical training, and structured career progression opportunities.</li><li>Access to product training and opportunities to expand expertise in enterprise storage, backup, and data management technologies.</li><li>Annual health check-ups to support employee well-being.</li><li>Personal accident insurance coverage.</li><li>Term life insurance coverage.</li><li>Car lease program.</li><li>Tuition reimbursement to support further education and professional development.</li><li>Opportunities to collaborate with experienced technical professionals and contribute to product improvements.</li><li>Exposure to enterprise-level customer environments and a wide range of infrastructure technologies.</li>