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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).
Roles & Responsibilities:
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).
Education Requirement:
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.
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