Administrator - Veritas NetBackup, Symantec Backup Exec

Technology, Data & Digital · IT Infrastructure & Security · IT Support

In short

The Support Operations Administrator will be responsible for resolving technical tickets related to Symantec Netbackup and Symantec Backup Exec, performing root cause analysis on escalated issues, and ensuring adherence to Service Level Agreements. This role also involves contributing to the knowledge base and training new team members to enhance overall support operations and customer satisfaction.

Responsibilities

Provide technical support for Symantec Netbackup and Symantec Backup Exec by independently resolving tickets and ensuring compliance with agreed Service Level Agreements (SLA).
Conduct root cause analysis on escalated issues, applying in-depth knowledge of EMC Data Domain to identify solutions and implement corrective actions.
Update and manage the knowledge base by documenting solutions and best practices, contributing to continuous improvement and efficiency in support operations.
Facilitate training sessions for new team members, coaching analysts on effective troubleshooting techniques and operational processes.
Ensure a positive customer experience by striving for first call resolution and minimizing case reopens, thereby enhancing overall customer satisfaction (CSAT).

Requirements

Proficient in Symantec Netbackup and Symantec Backup Exec with solid understanding of backup and recovery processes.
Knowledgeable in EMC Data Domain technologies and data management best practices.
Strong analytical and problem-solving skills with the ability to perform root cause analysis.
Familiarity with quality standards and regulatory requirements in support operations.

Desired Qualifications

Optional but valuable certification in Symantec Netbackup or related backup technologies.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

Veritas NetBackupSymantec Backup ExecBackupRecoveryEMC Data DomainData ManagementRoot Cause AnalysisService Level Agreements (SLA)

#IT Support#Backup#Veritas NetBackup#Symantec Backup Exec#Data Management

About HCLTech

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