Hardware Maintanance Engineer

Technical Support Engineer

The Technical Support Engineer provides support on data center equipment technologies and possesses specific original equipment manufacturer (OEM) product knowledge of server, storage, or network equipment. A "customer first" attitude is inherent in every engagement while regularly consulting and troubleshooting with field engineers, internal employees, and customers to solve technical issues escalated to Advanced Engineering. In addition, the Support Engineer is responsible for completing research, documenting processes and procedures, and assisting with the NPI process for the release and support of new products to our third-party maintenance portfolio.

What you'll be doing:

• Provide remote level three technical support to field engineers and customer end users, via problem identification, troubleshooting, diagnostics, and repair strategy, through resolution.
• Responsible for creation and review of quality technical solutions in the form of action plans.
• Manage the client and internal field teams' expectations, exhibit excellent communication skills as well as securing client confidence to maintain their equipment.
• Timely escalations of more complex technical issues to the Senior Advanced Engineers.
• Working as part of a global support team
• Attend and run internal product training classes.
• Prioritize tickets based on the severity of the situation.
• Engage with vendor partners to ensure that customer issues are resolved in an expedient manner.
• Actively monitor an assigned queue for incoming support requests raised by customers.
• Update internal ticketing system: add action plans, update incidents with all customer communications and ensure accurate time logging.
• Contribute to the collective knowledge of the Advanced Engineering team.
• Participate in 7x24x365 call rotation.
• Other duties as assigned.

What we're looking for:

• 2 to 4 years (10 years+ if Senior AE) of experience with HPE, IBM/Lenovo, Sun/Oracle, NetApp, Dell/EMC, SuperMicro Server, Library & Storage hardware troubleshooting to problem resolution, ideally backed with some certifications.

HPE: ProLiant, DL, BL, Integrity, StoreOnce, StoreEasy, StoreEver, MSA, MSL, EVA and 3Par.

Sun oracle: Sparc, Netra, SunBlade, SunFire, T/M/V/X Series, StorEdge.

Fujitsu: PrimePower, Primenergy.

IBM/Lenovo: X-Series, Storwize V-Series, DS Legacy, TS-Library Series.

NetApp: E-Series, V-Series, FAS.

Dell/EMC: PowerEdge, Equalogic, PowerVault,

Generic Networking: Cisco, HPE and Brocade Switch knowledge.

• Core Server Products
• Core Storage Products
• Ability to diagnose hardware vs software issues.
• Experience of system installation, hardware configuration and upgrades.
• An understanding of network and SAN technologies and topologies

As our customers infrastructure environments have evolved into "converged" and "hyperconverged" solutions, having a working knowledge of VMware ESXi, Linux or Hyper V is essential, preferably backed up by formal certification.

• A willingness to learn new technologies.
• Support NPI (New Product Introduction) under R&D efforts.
• Have a background in engineering, service and support required.
• Strong interpersonal and communication (verbal and written) skills required, including strong telephone etiquette.
• Ability to understand and navigate technical situations with strong problem-solving skills.
• Productive with minimal supervision and possess excellent time management skills.
• Working knowledge of the specific OEM operating environments for the assigned products you will be supporting, including all relevant diagnostic tools and utilities.
• Experience working in a professional and consultative manner with customers, management, and platform vendor support requirements.
• Ability to work under pressure with calmness and composure.
• Ability to thrive in a team environment where resolutions may require a group effort.

Bonus Points:

• Experience in direct field service is not essential but is preferred.

Company Name : Solid Sytems Global, HBR layout, Bangalore

Work Mode : Work from Office, 5 Days working, 2 Days Off