Service Express

L2 Storage Engineer

Service Express

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job 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
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