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Senior Technical Support Engineer Storage Services

5.00 to 8.00 Years   Pune   21 Oct, 2019
Bluefin
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

This role requires providing technical support for StorageX - a Data Dynamics product - in multiple storage environments, and to be the first point of contact for customers with technical support issues and questions on advanced network attached storage (NAS) environments. In this position, you will be responsible for providing telephone, email, chat, and remote diagnostic technical support for a wide variety of enterprise servers, storage devices, operating systems, and applications (Windows, VMware, Linux, SQL, Hyper-v, and more) in a team environment. You will also be responsible for answering common questions regarding installation, operation, configuration, customization, performance, and usage for assigned products. You will apply diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct issues. You will also document problems, diagnostic actions performed, customer interactions and next steps, and solutions implemented in the technical support database. Desired Profile:

  • 10 years of experience on Storage (NAS and SAN).
  • Excellent communication Skills required.
  • Need to be confident and assertive.
  • Technical support experience is a must.
  • Preferred from Multinational Organisation.
  • Preferred if the candidate is from Pune.
Roles and responsibilities:
  • Demonstrate case management skills for each customer case by resolving various issues quickly and proactively involving resources as needed to the customers satisfaction.
  • Respond to customer technical problems/issues related to software and/or customer configuration via email, chat, and phone.
  • Handle and take ownership of customer issues from beginning to resolution.
  • Assist customers by diagnosing problems and providing resolutions for technical and product issues.
  • Advise and educate customers within procedural guidelines to ensure a complete solution to their technical or product questions.
  • Identify and provide input on unique or recurring customer problems.
  • Deliver a positive customer experience according to Data Dynamic standards.
  • Monitor and track customer issues to ensure accurate resolution.
  • Review and distribute relevant customer information to cross-functional teams (Sales, Development, External Partners, etc.).
  • Escalate more complex customer technical issues to senior level support and/or development.
  • Provide on-call after hourrsquos support one to two weeks per month, including some weekends/holidays.
  • Dependable attendance is a critical requirement of the job.
Technical Skills:
  • Server hardware knowledge
  • Storage hardware knowledge of NAS systems (Netapp Appliance 7.x or 8.x, EMC VNX, Isilon) preferred
  • Network setup/routing with mixed LAN/WAN operating system environments
  • DNS/WINS/DHCP/DFS
  • Working knowledge of Windows server environments (2008 & 2012), RedHat /CentOS, and MS SQL 2008/2012.
  • 5-8 years of recent experience in a technical support position in a technical support organization that supports a client/server software environment.
  • Strong verbal and written communication skills.
  • Engineering degree is preferred from a reputed college.
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Keyskills :
windows troubleshooting operatingsystems mssql emcvnx windowsserver managementskills customerexperience communicationskills writtencommunication casemanagement echnicalsupp netw king st agedevices

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