Description
Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.- Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
- Responsible for sharing all acquired knowledge concerning problem resolution.
- Applies advanced platform & technical expertise using standard operating and diagnostic procedures to resolve standard level issues.
Apply advanced level 3 technical support expertise to resolve highly complex customer issues. - Accept escalated requests from other technical team members as the subject matter expert.
- Use independent judgment to accomplish objectives.
- Work closely with incident management team in resolving customer issues.
- Identifies and provides resolutions to a diverse range of complex technical problems.
- Provide problem determination and resolution for customer issues.
- Develop and implement resolutions to identified problems, and follows standard practices and procedures.
- Identify and document with management to proactively revise current procedures and tools to improve customer satisfaction.
- May need to engage or escalate to more senior resources or to parent companies to resolve more complex issues.
- Will be expected to develop and participate in solutions based Converged Infrastructure training and problem resolution skills development.
- Develops broad knowledge of the organization's and relates it to day-to-day issues.
Fluency in two or more of the following products:
- Storage hardware - EMC and NetApp Storage products, eg NAS, VNX, Clariion or Symmetric.
- Storage software - Powerpath UIM, Solutions Enabler, SMC
- Networking - Nexus Switches - CCNA certified or relevant work experience
- Virtualization - VMWare vSphere - VCP certified or relevant work experience
- Compute - Cisco UCS Blade Servers - DCUCI certified or relevant work experience
- SAN - Excellent knowledge of fibre channel Switches, CISCO MDS
- Fluency in advanced troubleshooting skills, methodologies and processes
- Experience with a converged Infrastructure Platform (Vblock, FlexPod, PureFlex) is a plus