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Title Sr Tech Support Engineer
Auto req ID 3646BR
Full-time or Part-time Full-time
Location Beijing, CHN Tsignhua Science
About Us Relentlessly protect the world’s information. Make a difference at Symantec. Across the globe, we are an ‘essential’ partner to both consumers and businesses of all sizes. We combine our talents, our brains, and our creative energy to reinforce our place as a world-class technical community.
In Storage & Availability Management Group, you will have the opportunity to ensure that the world’s mission critical IT infrastructure and largest data centers are successfully managed using storage and availability solutions from Symantec. This group drives innovation on storage and server management, data protection, and application performance management solutions across heterogeneous storage and server platforms. Key products in the Storage and Availability Management Group include Veritas Storage Foundation, Veritas Command Central Storage and Veritas Cluster Server product lines.
Job Function Services & Support Function
Responsibilities
• Provides NetBackup product technical support to Customers, Partners, field engineers, technicians when first-line product support has failed to identify or fix equipment or software issues.
• Documents and reports design, reliability and maintenance issues. Analyzes technical support problems and identifies customer and internal needs. Considered product subject matter experts.
• 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.
• Provide product training, workshops and technical mentoring to regional support groups. Provide on-call support for 24x7/Follow the Sun for Sev1 & Sev2 issues.
• Uses professional concepts and company policies and procedures to solve a variety of problems.
• 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 security 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.
• Good English writing and speaking.
工作地点：清华科技园 内部推荐职位，简历可发至 palmer_lu@symantec.com
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发表于 2012-05-30 17:03
