L1 Technical Support Engineer

1 week ago

Pune, Maharashtra, India DataDirect Networks Full time ₹ 5,00,000 - ₹ 10,00,000 per year
Job DescriptionJob Title:Duties and Responsibilities:
  • Provide post-implementation, support desk and front/back line support for customers to solve technical issues on storage hardware and software products.
  • Provide daily remote monitoring for storage environment.
  • Write, proof read and submit knowledge-based articles on cases closed .
  • Manage all open tickets and ensure customers get daily updates regarding case status.
  • Manage all open cases to the fastest resolution.
  • Responsible to liaise with customer facing and internally focused teams for problem resolution.
  • Support work is done via e-mail, remote access & phone.
  • Demonstrate a thorough technical and business understanding of clients' needs, including how those pertain to DDN products and services.
  • Develop innovative, customized solutions to meet customers' business needs.
  • Clearly communicate complex technical topics to the varied knowledge levels of external customers.
  • Develop positive and trustworthy relationships with customers.
  • Manage customer relationship post-sale to ensure the highest caliber customer satisfaction.
  • Ability to multi-task and manage competing priorities, ensuring all objectives are accomplished.
  • Provide reliable information: Builds credibility in a resource role by remaining factual and timely in providing information; maintains his sources for quick access to time-sensitive information and to stay abreast of new developments; proactively educates customers or shares information as part of the service they deserve.
  • Constantly seeks information that will be useful but is not readily available to colleagues; enjoys being sought for advice and instruction; spends the time to build a base of knowledge that ultimately helps others to be more effective.
Qualifications:
  • BS in technical discipline such as Electrical Engineering, Computer Science, Mathematics, Sciences, or equivalent industry experience.
  • Does not wait for guidance, pro-actively identifies and delivers value to customers.
  • Must have in-depth technical knowledge and problem analysis skills.
  • Excellent troubleshooting skills.
Skills and Experience:Skills:
  • Able to work a 1st, 2nd or 3rd work shift with occasional overtime work/Able to work either a Tuesday thru Saturday shift or a Sunday thru Thursday APAC or EMEA shift with occasional overtime work.
  • Exceptional customer service skills.
Experience:
  • Preferred to have 2 years' experience providing technical support to end user customers for storage and or enterprise level infrastructure products.
  • Experience supporting hardware and or SW products.
  • Good understanding of the technical fundamentals of the system infrastructure including open system platforms (UNIX, Linux, Windows) and networking.
  • Technical Expectations: The following are preferred technical requirements: Linux OS, Unix OS, Windows OS, Mac OS, SCSI, Lustre, GPFS, CXFS, QFS, ZFS, NAS, SAN, Pearl, Shell Scripting, Solaris, C Plus and Visio.

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