Job Description

• Hands-on experience in remote handling of storage devices( Netapp, Vantara, HP, Quantum etc).
• Activities like Firm ware Upgrade, Installation, Dispatch Management, Alert Monitoring, O/S Installation, Patch Deployment are in scope.
• Engagement will be predominantly via cases only.
• 24*7 support basis.
• Excellent communication (Written and Verbal).

• Level 1 Automation Desk.
• Respond to customer product inquiries via telephone and in written internet-based email or chat sessions.
• Resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
• Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities.
• Document customer information and recurring technical issues to support product quality programs and product development.
• Work on problems of all scope where analysis of situations or data requires a review of a variety of factors.
• Exercise judgment within defined procedures and practices to determine appropriate action. Use logic and reasoning to identify the strengths and weaknesses of alternative solutions and approaches to problems.
• Ensure use of and contribution to the organization knowledge base.
• Mentor less experienced team members.
• Call the Customer with defined SLA.
• Provide general product information including configuration, installation, update and feature set support.
• Perform an analysis of the technical information to isolate the reported problem to hardware versus software issue.
• Take the appropriate action to resolve all hardware issues (includes providing Work-To-Be-Done instructions for onsite Field Engineer).
• Provide a resolution or defined workaround for known software issues using all available documentation (e.g., Technical Bulletins).

• Any Graduate with Experience or Storage related Certification without Experience.
• Minimum of 1-2 Years of experience In Tech Support Arena supporting US/Europe Customers.
• Strong Knowledge on ITSM Tool.
• ITIL Certification or ITIL Principles Knowhow.
• Should have worked with any storage-related support.