The ideal candidate will be responsible for Providing remote and onsite technical support on enterprise-level server and storage equipment for service calls opened by our customers by providing diagnostics, log analysis, and creating action plans for our field engineers per our internal processes. And attending the onsite interventions whenever needed.

Responsibilities

• Work cases with different issues reported by customers, asking for additional logs and command results if needed
• Work on service calls routed by dispatching team and reviewing customer provided log files to begin diagnosing the issue and requesting additional logs and command results as needed.
• Create an Action Plan (with access to the existing library of AP’s) to resolve hardware issues clearly designating the steps to be taken by the Field Engineer and spare parts required to perform the repair.
• Successful diagnostics and Action Plan creation must take place within 90 minutes of appropriate information being received or escalated to a L3 team for review.
• Provide remote assistance for the Field Engineer in executing the Action Plan (as needed), supporting additional questions and issues that may arise.
• Interface with Operations and Accounting teams as needed to ensure client deliverables are met and invoiced appropriately.
• Work with Sales and Customers to verify customer requirements are within scope of services offered and technically feasible.
• Stay up to date on OEM guidance documents, operating and maintenance instructions, and the state of the enterprise IT market.
• Escalate to management and work as part of a global team to resolve service delivery issues.

Qualifications

• Bachelor’s Degree in Computer Science, CIS or MIS, Electrical Engineering
• Server Technology installation, configuration, administration, troubleshooting and support
• Working knowledge of Local Area Networks and Internetworking Protocols (IP).
• Working knowledge of routers, switches, hubs and general network design.

Desired Skills

• Minimum 5 years of related work experience.
• Extensive knowledge of hardware (Storage and Server)
• Knowledge of some Servers, Storage and Networks environment (Sun Solaris, HP, IBM, EMC, Cisco, Unix)
• Must have experience in HP Servers and HPE storage devices.
• Knowledge of HP OneView / iLO and proactive monitoring
• Knowledge of Systems administration (Unix, Linux and/or Windows Servers)
• Networking (TCP/IP, DNS)
• Experience communicating with customers
• Should be able to know how to extract logs from various systems in area of expertise (Sun explorers, EMC SP collect, HP ADU etc…) and to know how to exploit them
• Strong multi-tasking skills

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