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Tech Support Engineer
Location: CHN - Beijing, China
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Company Overview
Symantec is a global leader in providing security, storage and systems management solutions to help our customers – from consumers and small businesses to the largest global organizations – secure and manage their information-driven world against more risks at more points, more completely and efficiently. Our software and services protect completely, in ways that can be easily managed and with controls that can be enforced automatically – enabling confidence wherever information is used or stored.
Department Overview
Enterprise Support Services offers a portfolio of options designed to maximize uptime and reduce internal IT costs. Our Support organization is dedicated to resolving issues quickly and effectively. We view every support engagement as an opportunity to demonstrate our commitment to customer satisfaction.
Responsibilities
• Provides NetBackup product technical support to field engineers, technicians, product support and customers when first-line product support has failed to identify or fix equipment or software issues.
• Document the solutions to known issues, through Knowledgebase documents, product training, and white paper authoring. Advocate customer requests, troubleshoot and resolve complex, critical and sensitive support issues, and participate in conference call escalations to provide next level issue resolution for Platinum customers.
• Verify and duplicate customer issues. Prioritize open issues, define and track bugs for Development, and offer innovative ideas to improve product quality. Participate in new product releases and beta cycles to ensure information and training requirements are met to support new products.
• Research a wide variety of technical subjects including operating systems, Symantec software, security and third party applications.
• Full use and application of standard principles, theories, concepts, and techniques. Works on problems of moderate scope where analysis of situations or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action.
Qualifications
• Bachelor's Degree, or a minimum of two years technical experience, or one year technical experience plus certification(s) (i.e. MCSE, MCP, CNE, CCNA) that sufficiently demonstrates ability to analyze, meet deadlines, and problem solve in a product support environment.
• 2-4 years experience in a leadership roll with networking and storage software. The Ideal candidate will be fully familiar with Symantec products and architecture, able to troubleshoot and identify complex network and software issues.
• Direct customer support experience is essential. Exceptional verbal and written communication, customer service, and troubleshooting skills are required for this position as well as organizational skills, high-level troubleshooting, and the ability to meet deadlines.
• Desired Skills include: SAN,NAS, MCSE, Oracle, Windows based Servers, Unix/Linux based Operating Systems, DNS, TCP/IP, routing and a working knowledge of network and storage.
工作地点：北京
简历可以发至:palmer_lu@symantec.com |
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发表于 2011-11-29 22:24