ENGINEER TECHNICAL SUPPORT - L1

Network Techlab India Limited; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Network Techlab India Limited in Mumbai is seeking an Engineer Technical Support - L1 to provide first-level support for backup and recovery solutions, focusing on Commvault and Veeam. You will troubleshoot issues and ensure customer satisfaction through clear communication and solid technical knowledge.

The role involves resolving data recovery and backup problems, assisting with installation and configuration, and documenting every interaction in the ticketing system while collaborating with

Qualifications

• 2–4 years of experience in technical support or related field.
• Proficiency in Commvault and Veeam backup and recovery solutions.
• Strong data recovery knowledge and best practices.
• Excellent problem-solving and communication skills.
• Ability to work independently and in a team.

Responsibilities

• Provide technical support for Commvault and Veeam backup/recovery solutions.
• Diagnose and resolve data recovery and backup issues.
• Assist customers with installation, configuration, and troubleshooting.
• Document interactions and solutions in the ticketing system.
• Collaborate with senior engineers on complex issues.
• Participate in training to enhance knowledge.

Skills

Troubleshooting

Communication skills

Teamwork

Tools

Commvault

Veeam

Job description

Job Description - Engineer Technical Support - L1

Job Title: Engineer Technical Support - L1

Job Summary

The Engineer Technical Support - L1 will provide first-level technical support for backup and recovery solutions, specifically focusing on Commvault and Veeam products. This role involves troubleshooting, resolving issues, and ensuring customer satisfaction through effective communication and technical expertise.

Duties and Responsibilities

• Provide technical support for Commvault and Veeam backup and recovery solutions.
• Diagnose and resolve technical issues related to data recovery and backup processes.
• Assist customers with product installation, configuration, and troubleshooting.
• Document support interactions and solutions in the ticketing system.
• Collaborate with senior engineers to elevate complex issues as needed.
• Participate in training sessions to enhance technical knowledge and skills.

Qualifications And Requirements

• 2-4 years of experience in technical support or a related field.
• Proficiency in Commvault and Veeam backup and recovery solutions.
• Strong understanding of data recovery processes and best practices.
• Excellent problem-solving skills and attention to detail.
• Effective communication skills, both verbal and written.
• Ability to work independently and as part of a team.

Key Competencies

• Technical proficiency in backup and recovery technologies.
• Customer-focused approach with a commitment to service excellence.
• Strong analytical and troubleshooting skills.
• Ability to manage multiple tasks and prioritize effectively.
• Adaptability to changing technologies and processes.

Performance Expectations

• Achieve a high level of customer satisfaction through effective support.
• Maintain timely resolution of support tickets within established SLAs.
• Continuously improve technical knowledge and skills through training and self-study.
• Contribute to team goals and collaborate effectively with colleagues.

Salary and Benefits

The salary for this position will be competitive and commensurate with experience. Benefits include health insurance, retirement plans, paid time off, and opportunities for professional development.