About the roleAs a
Consultant, Technical Support, you will make an impact by providing technical support, troubleshooting, and resolution of customer issues related to Backup Exec products across software, hardware, and cloud environments. You will be a valued member of the support team and work collaboratively with customers, partners, field support, and internal teams including Sales, Engineering, and Development.
In this role, you will:
- Respond to customer inquiries via voice and digital channels, diagnosing, troubleshooting, and resolving technical issues related to Backup Exec products
- Take ownership of assigned cases and ensure resolution in line with SLA, performance, and productivity standards
- Provide technical solutions and workarounds while researching and collaborating with team members when needed
- Document cases and contribute to knowledge management by creating and improving knowledge articles
- Support customers across environments including operating systems, databases, and cloud infrastructures
Work model - HybridWe believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role's business requirements, this is a hybrid position requiring time in a client or Cognizant office. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
What you must have to be considered- Experience in technical support or system administration environments
- Knowledge of operating systems such as Linux (Red Hat) and Microsoft Windows
- Experience with server hardware, software, system maintenance, and troubleshooting
- Knowledge of Backup Exec product offerings
- Basic knowledge of enterprise systems, application servers, hardware infrastructure, and databases (SQL Server, MySQL, PostgreSQL, Oracle, IBM DB2)
- Strong troubleshooting, problem-solving, and analytical skills
- Ability to document technical issues clearly and communicate effectively with customers and stakeholders
These will help you succeed- Experience with Microsoft Exchange or Microsoft 365 environments
- Familiarity with scripting languages such as Shell, Perl, or Python
- Strong customer service mindset with ability to manage expectations and provide remote assistance
- Ability to collaborate effectively across teams including Sales, Engineering, and Development
- Strong time management and adaptability in a dynamic environment
- Relevant certifications such as CompTIA (Linux+, Network+, Server+), Red Hat (RHCSA, RHCE), Cisco (CCNA, CCNP), or cloud certifications (AWS, Microsoft, Google)
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
Additional employment informationCompensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
