Storage Support Engineer

Job Description

Required Skills:

• Good Attitude with Excellent Communication Skills
• The candidates must me flexible to work in any kinds of shifts given.

About The Opportunity:

• This is a Rotational Shift opportunity with Cab Facilities for both pick-up and drop.
• Freshers can Apply, but one must hold a certification.
• Process: International Voice Process / BPO

Education and Experience:

• B. E/B. Tech/B.Sc. or masters degree in Technical Discipline
• Experience of 0-1 year
• Possession of professional certification mandatory: A+, Server+
• Possession of professional certification within a technical field e.g.: MCSE, CCNA etc. will be.
• preferred.
• Provided or led in technical support of an IT environment preferably with experience in supporting servers/networking.

Must Have:

• Storage & SAN fundamentals
• Fiber channel and ISCSI technology
• Storage Array products
• At least one Operating system

Good to have:

• Year hands on experience in Service & Support on Backup/Nearline products, mainly enterprise level libraries, Physical Tape Libraries, Virtual libraries, Disk to Disk Backup systems, OS, Backup Software.
• Working through complex problems which may involve Switch, SAN or Library components and require a holistic troubleshooting approach.
• year of Field support experience preferred.
• Experience with SAN and Switched SCSI environments.
• Should have exposure to basic Storage concepts like RAID, SAN, NAS.
• Idea in supporting at least 2 OS in a clustered SAN centric environment.
• Idea on using L&TT Tools for diagnosing, Firmware upgrades, Testing of Tape Libraries, and Library management tools like CV-TL, CV-VLS
• Experience in supporting tape drive technologies including DLT, SDLT, LTO1 to LTO5
• General knowledge of SAN Infrastructure, Blade environment, Virtual Connect, ProLiant Servers, SAN concepts, connectivity of Nearline products & solutions in SAN, Ethernet & Direct attached environment, SAN associated products including Secure Path, Business Copy, Persistent Storage Manager, Virtual Replicator.
• General knowledge of networking concepts and iSCSI protocol.

Knowledge & understanding of Storage arrays – EVA, MSA Storage. 3PAR Arrays (Legacy or StoreServ 7xxx/10xxx), understanding of CPG concepts, servicemag disk replacements, Node rescue.

Responsibilities:

• Provide Remote Storage Hardware & Software support to MC Customers, Field CE’s, Escalation Engineers, Reseller/VAR as well as L1 Engineers, Diagnose and solve the Incidents/Issues via phone and email.
• Candidate should perform the Problem resolution, Interface with Onsite Engineers, Account Support Managers, Escalation and Elevation management.
• Understanding criticality of issue and business impact by demonstrating mission critical mindset & work to identify the cause of the issue in the shortest/quickest path.
• Provide immediate technical response and expertise in restoration of customer High availability environments.
• Applying systematic problem-solving techniques, high quality call documentation, and superior can-do attitude.
• Develop and document clear action plans to resolve issues even where information may be limited.
• Be fully aware of the business impact of ongoing issues and thus keep customers/account team updated of all action plans and developments during the resolution process.
• Delivers timely solutions to customer issues and meets the defined SLAs for response and resolution time and other Performance metrics are met /exceeded.
• Collaboration with other cross functional groups i.e., L2, L3, Labs , Call Management, Resource control to ensure timely resolution of issues.
• Participate / prepare Post Incident Reviews with ASM/Account Team as required.
• Aptitude towards problem solving and Trouble shooting skills on Tape Libraries, Library Management software, SAN connectivity, backup software etc., including log analysis.