L2 Storage Engineer
Service Express
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
LinuxNFSUnixVMware
About the role
- Provide quality Level 2 and limited Level 3 Technical Support to Field Service Engineers and Support Engineers for Storage platforms
- Act as level-2 point of escalation for Service and Support issues relating to Storage products
- Respond to received support calls within 15 minutes and provide quality assistance
- Guide and advise Field Service Engineers and internal personnel on best practices and cost-conscious sustainable solutions
- Act as Trusted Advisor to customers providing value-added support solutions
- Document all actions and resolutions on Support tickets in a timely fashion
- Participate and provide on-call availability for 24x7 customer needs as part of a scheduled rotation
- Implement corrective action for equipment failures under pressure
- Engage other departments when appropriate by customer needs
- Interpret maintenance manuals to troubleshoot and partner with L3 engineers when to escalate
- Ability to setup and configure storage arrays supported by Service Express
- Collaborate with Product Development on research, development and implementation of new hardware and software support services
- Inter-connectivity setup and troubleshooting between storage and compute
- Perform software support on Storage platforms as defined within the Services Catalog
Requirements
- Proven experience in hardware support
- At least 1 industry certification of Professional or higher: Dell ISMv5, VCP (VMware), HPE Master ASE
- Familiarity with Windows, Unix, and Linux is preferred
- Storage hardware experience with EMC, NETAPP, HPE preferred
- Authorization to work in the country you are applying to is a precondition of employment
- Service Express does not sponsor applicants for work visas