The position of Service Desk Engineer (Veritas) assists IT administrators of client companies in identifying and solving problems related to Veritas Products and related items via telephone and remote desktop support.
Essential Duties: ·
Interact with Customers to provide problem resolution via the telephone and remote desktop support for hardware, software, and other items.
Provide accurate and complete descriptions of problems, inquiries and requests in a problem management ticket.
Extensive learning and Lab testing will be required.
Escalate problems and requests according to established procedures.
Research end-user problems to determine root cause.
Maintain accountability and ownership of issue/request, tickets.
Provide proactive end-user management notification of problems.
Provide closed looped contact with end-users to verify final solution and determine satisfaction level. ·
Participate in training required to develop and maintain skills necessary to support end-users.
Get certified in specific project-related softwares in order to become eligible to provide support to the customers.
Non-Essential Duties: ·
Maintain a high standard of business and ethical conduct with end-user, vendors and employees.
Follow workplace and environmental, health and safety procedures and guidelines.
Devoting your full business time, attention and energy to En Pointe exclusively (other than as specifically allowed in writing by En Pointe).
Perform related duties assigned by management.
Prior experience with Microsoft Exchange, Virtualization Technologies, Backup & Storage, Computer Networking and Active Directory is preferred.
Good understanding of Unix/Linux.
Prior experience of technical support or system administration.
Fluency in English communication and ability to communicate technical information to both technical and non-technical users.
Proactive in developing good customer relations.
Have a good technical knowledge of computer software and hardware.
Ability to Work well as part of a team.
NOTE: This is a roaming shift job (24x7x365) and timings may vary among day or night shifts including weekends/public holidays.