DDN - L1 Technical Support Engineer - Operating Systems

Job Description :

We are currently seeking candidate for the position of Technical Support Engineer L1 in Title :

As a L1 Technical Support Engineer, you will provide first-level support to customers, support personnel, and field support staff, focused on troubleshooting, repairing and debugging Tintri products.

Support incidents can range from hardware and / or software issues with Tintri storage systems and solutions, to interoperability issues.

You will be required to utilize and add to the Tintri knowledge base.

As a 24X7X365 organization, shift work, holiday coverage and on-call responsibilities will be :

Responsibilities :

• Always take care of the customer.
• Customer Satisfaction is job #1.
• Leverage internal technical expertise, knowledge base, scripts, log files, and other internal tools, to provide the most effective solutions to customer issues.
• Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
• Escalate cases to other more senior Technical Support Engineers and / or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.
• Create new knowledge base articles to share information for reuse throughout the Technical Support Center.
• Document case history and status to provide background prior to escalating to higher level.
• Develop and implement resolutions to identified problems, and follow standard practices and procedures.
• Monitor and track all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
• Validate technical information and issues early warnings and disseminates information as & Qualifications :
• Exceptional command of the English language.
• Exceptional writing skills.
• Ability to work in a 24X7X365 organization, including weekends and holidays.
• 4 + years experience in Enterprise level Technical Support.
• Basic familiarity with standard Linux commands.
• Good understanding of concepts related to SAN and NAS storage, Operating systems (Unix and Windows), CPU / memory architectures and Disk / RAID systems.
• The ability to diagnose complex problems and deliver analyses of root cause across a stack of complex applications, OS, Network switching and storage elements.
• Working knowledge of popular hypervisors such as VMware, Xen and Hyper-V.
• Familiarity with VMware, Microsoft products and Citrix.
• TCP / IP based networking and troubleshooting skills.
• Experience in sizing, performance analysis, and troubleshooting of data storage systems, appliance experience is a :
• Information Technology and Services.
• Computer Software.
• Computer & Network Security.

(ref : hirist.tech)