Technical Support Specialist

2 weeks ago

Bangalore, India UST Full time

Must Have Skills:

· Working experience on physical servers – (rack, tower, and enclosure servers), Storage, Networking or other enterprise grade hardware that are part of an Enterprise Datacentre.

· Working experience on physical servers from major OEMs like HPE, Dell, Lenovo, Intel, IBM, Cisco etc.

· Prior experience on analyzing hardware logs of physical servers and associated components like System Boards, Processors, Network Adapters, Storage Controllers etc. will be highly desirable.

· Candidates from a laptop/desktop tech support background who don’t possess prior experience on enterprise hardware can be considered, if they have basic understanding of enterprise servers, storage and networking devices and the associated technologies/protocols that make them work in a datacentre.

· Possess excellent spoken and written communication skills in English language.

· Possess excellent customer handling skills, phone etiquettes, email etiquettes etc.

· A good flair for customer service. Someone who loves to interact with customers and finds excitement, satisfaction, and pleasure in resolving complex technical issues and in answering complex queries from customers.

· Ability to thrive under pressure and maintain calmness, composure and clear thinking under challenging and ambiguous situations.

Experience Required:

· 1-6 years of hands-on experience in service & support of physical servers from prominent OEMs – HPE, Dell, Lenovo, Intel, IBM, Cisco etc.

· Experience in analysing issues associated with Servers and internal server components that include System Boards, HDDs, SSDs, DIMMs, Processors, Network Adapters, Storage Controllers etc.

· Provide support for server management software which includes remote management software, remote monitoring tools, server firmware, drivers etc.

· Troubleshoot hardware, software and connectivity issues on environments running various Operating Systems such as Windows, Linux, VMware etc.

· Collaborate with the other Business Units/Teams to provide solution on complex situations involving multiple technologies.

· General knowledge of Networking concepts and should have exposure to basic Storage concepts like RAID, SAN, NAS, FC protocol, iSCSI protocol etc.

Responsibilities:

· Provide Remote Server Hardware & Software support to Enterprise Customers, Data Centre Engineers, Resellers, etc.

· Diagnose and solve the Incidents/Issues via phone, email, chat and web ticketing tool.

· Applying systematic problem-solving techniques to deliver timely resolution, quality call documentation and superior can-do attitude.

Education and Experience

· Bachelor’s degree or Master's degree in a Technical Discipline – Preferably Engineering graduates from Computer Science and associated branches – Information Technology, Information Science etc.

· Experience of 2-8 years in the Tech Support Industry with at least 1 year of experience in the Enterprise Tech Support domain (Servers, Storage and Networking).

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