Technical Specialist - Tier 1 (Media Management)

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Technical Specialist – Tier 1 (Media Management) based in India. Overview Join a collaborative technical support team dedicated to helping enterprise customers protect, manage, and recover their critical data. In this role, you will troubleshoot complex technical issues related to storage technologies, backup infrastructure, and data management solutions. You will work directly with customers and technical teams to investigate incidents, identify root causes, and deliver effective resolutions. The position offers exposure to enterprise environments, advanced troubleshooting tools, and a broad range of storage and networking technologies. You will collaborate with experienced professionals, contribute to product improvements, and continuously expand your technical expertise. This opportunity is ideal for a customer-focused technology professional who enjoys solving challenging problems and delivering reliable support in a dynamic, global environment.

Technical Troubleshooting: Investigate, diagnose, and resolve customer issues involving storage technologies, backup systems, connectivity, and data management solutions. Customer Support: Provide high-quality technical assistance through phone, email, and remote desktop sessions, ensuring professional communication and timely resolution of customer concerns. Root Cause Analysis: Reproduce technical issues in internal environments, analyze system logs and diagnostic data, and identify underlying causes or potential software defects. Storage and Infrastructure Support: Troubleshoot storage area networks (SAN), network-attached storage (NAS), storage appliances, and related hardware and software configurations. Networking and System Diagnostics: Investigate connectivity, name resolution, and performance issues involving TCP/IP, DNS, Windows Firewall, Volume Shadow Copy Service (VSS), and Microsoft clustering technologies. Technical Collaboration: Work independently and alongside colleagues, engineering teams, and product specialists to develop effective solutions for complex customer incidents. Knowledge Sharing: Contribute technical insights to internal knowledge bases, online forums, and solution repositories to improve support efficiency and customer outcomes. Enterprise Customer Engagement: Support enterprise-level customers, including remote and restricted-access environments, while maintaining a strong focus on customer satisfaction. Continuous Improvement: Participate in product beta testing, build and maintain troubleshooting labs, and share findings that contribute to product development and service quality. Shift Coverage: Support customers across different time zones and participate in a 24/7 support rotation as required. Requirements Professional Experience: At least 2 years of experience in technical support, customer support, or a related IT troubleshooting role. Storage Technologies: Practical knowledge of storage administration and troubleshooting, including SAN, NAS, storage appliances, event logs, crash dumps, application dumps, and diagnostic tools. Networking Fundamentals: Strong understanding of TCP/IP, DNS, connectivity troubleshooting, name resolution, network performance, and Windows Firewall. Backup and Data Management: Understanding of backup principles, data protection, recovery processes, and enterprise data management fundamentals. Backup Software Experience: Familiarity with solutions such as Veritas, Symantec Backup Exec, NetBackup, ShadowProtect, NetWorker, Avamar, Veeam, or IBM Tivoli Storage Manager (TSM) is an advantage. Operating Systems: Knowledge of Windows environments is important; Linux skills are desirable. Enterprise Infrastructure: Experience troubleshooting enterprise-level hardware, software, and infrastructure environments is beneficial. Technical Analysis: Ability to investigate complex issues, analyze diagnostic information, reproduce problems, and develop practical solutions. Communication Skills: Strong written and verbal communication skills, with the ability to explain technical concepts clearly to customers with different levels of technical expertise. Customer Orientation: A commitment to customer satisfaction, service quality, and building strong professional relationships. Organization and Prioritization: Excellent multitasking skills, sound judgment, and the ability to manage competing priorities in a time-sensitive support environment. Teamwork and Autonomy: Ability to work independently while collaborating effectively with distributed technical teams. Availability: Willingness to work in a 24/7 support environment, including shifts as required. Benefits Continuous professional development, technical training, and structured career progression opportunities. Access to product training and opportunities to expand expertise in enterprise storage, backup, and data management technologies. Annual health check-ups to support employee well-being. Personal accident insurance coverage. Term life insurance coverage. Car lease program. Tuition reimbursement to support further education and professional development. Opportunities to collaborate with experienced technical professionals and contribute to product improvements. Exposure to enterprise-level customer environments and a wide range of infrastructure technologies.