Technical Support Engineer L2

1 month ago

Bengaluru, Karnataka, India DDN Full time
Job Title: Technical Support Engineer L2

At DDN, we're looking for a highly skilled Technical Support Engineer L2 to join our team. As a key member of our support team, you will be responsible for providing advanced technical expertise to resolve complex system-level issues for our customers.

Responsibilities:

  • Provide exceptional customer support by applying advanced technical expertise to resolve complex system-level issues.
  • Effectively communicate with internal and external customers to provide procedural and technical information in a fast-paced environment.
  • Identify and provide resolutions to a diverse range of complex technical problems and mentor others in providing validated technical information.
  • Contribute to a centralized problem identification and resolution database and provide senior-level tasks similar to Engineering for assigned products or skills.
  • Identify, document, and report design, reliability, and maintenance issues.
  • Understand and leverage DDN's technical communication structure and have a sphere of influence that extends well outside of the department.
  • Lead efforts in facilitating problem recreation and failure analysis of systems-level issues and recommend and utilize a wide variety of test equipment, diagnostic tools, and techniques used in problem resolution.
  • Develop and implement resolutions to identified problems and follow standard practices and procedures.
  • Identify, record, and work with management to proactively revise current procedures and tools to improve customer satisfaction.
  • Develop broad knowledge of the organization's mission and strategy and relate it to day-to-day issues.
  • Challenge existing processes based on industry best practices, enhance these for the benefit of all.
  • May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales, and other DDN Technical Support co-workers as appropriate.
  • Monitor and track all service calls, provide call status updates at regular intervals, and communicate status to customers using Call Tracking Databases.
  • Validate technical information and issue early warnings and disseminate information as needed.

Requirements:

  • 5-year proven experience in technical support or system administration with a strong focus on VMware, Hyper-V, networking, Linux, and storage technologies.
  • Microsoft Hyper-V, MCS, and/or VMware VCP certification or equivalent Hypervisor administration work experience.
  • Proficiency in troubleshooting complex technical issues and providing effective solutions.
  • Strong knowledge of virtualization technologies, networking protocols (TCP/IP, VLAN, DNS, DHCP), Linux operating systems, and storage concepts (SAN/NAS).
  • Experience on performance-related issues and network optimization.
  • Good understanding of cloud computing and cloud-based services.
  • Excellent communication and interpersonal skills to interact with customers, partners, and cross-functional teams effectively.
  • Ability to work independently and collaboratively in a fast-paced support environment.
  • Ability to work in a 24X7X365 organization, including weekends and holidays.
  • Fluency in English is required.
  • Bachelor's degree in Computer Science, Information Technology, or a related field.

Preferred Qualifications:

  • Python and Power Shell Scripting.
  • Experience with Wireshark and packet-level analysis.
  • SQL database or other database knowledge.
  • Industry certifications like VMware Certified Professional (VCP), CCNA, AWS, Microsoft Certified Solutions Associate (MCSA), or equivalent.

What We Offer:

At DDN, we offer a dynamic and challenging work environment with opportunities for growth and development. We are committed to providing our employees with the tools and resources they need to succeed.

How to Apply:

Interested candidates should submit their resume and cover letter to [insert contact information].

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