Consultant, Technical Support

About the role

Cognizant Consulting is a global community of 5,000+ experts dedicated to helping clients reimagine their business. This role involves providing technical support, troubleshooting, and resolution of customer issues related to Backup Exec products across software, hardware, and cloud environments.

Responsibilities

• Respond to customer inquiries via voice and digital channels
• Diagnose, troubleshoot, and resolve technical issues related to Backup Exec products
• Take ownership of assigned cases and ensure resolution in line with Service Level Agreements (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

Requirements

• 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
• 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

Qualifications

• 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)