ENGINEER TECHNICAL SUPPORT - L2

Network Techlab India Limited; Thane; On-site; INR 450,000 - 650,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Paid time off

Professional development

Job summary

Network Techlab India Limited in Thane seeks an Engineer Technical Support - L1 to provide first-level assistance for backup and recovery solutions, focusing on Commvault and Veeam. You will troubleshoot, resolve issues, and ensure customer satisfaction through clear communication and technical expertise.

You will work with senior engineers, document interactions in the ticketing system, and participate in training to grow your skills while supporting customers and maintaining SLAs.

Qualifications

• 2–4 years of experience in technical support.
• Proficient in Commvault and Veeam backup solutions.
• Strong data recovery knowledge and best practices.
• Excellent written and verbal communication.
• Ability to work independently and in a team.

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 resolve complex issues as needed.
• Participate in training sessions to enhance technical knowledge and skills.

Skills

Commvault

Veeam

Backup & recovery

Customer support

Troubleshooting

Communication skills

Tools

Ticketing systems

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 collaborate 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.