Service Express

Compensation

Full Description

**Monday - Friday // 3:00 PM - 12:00AM EST** The role of Level 2 Storage Engineer is to provide quality Level 2 and limited Level 3 Technical Support to Service Express’ Field Service Engineers, Support Engineers, and other Service Support Engineers. This includes providing Level 2 Support on all Storage platforms. Additional product families can be added through ongoing self-driven and guided skill development. Level 2 Storage Engineers will provide software and hardware support on Storage Platforms defined by Service Express. This includes refining current product offerings by adding additional skillsets as needed. Here’s what this position is all about: Support Call Handling: Act as level-2 point of escalation for Service and Support issues relating to Storage products Guarantee internal support to level-1 support engineers and Field Service Engineers by responding to received support calls within 15 minutes and providing quality assistance Guide and advise Field Service Engineers and other internal departmental personnel (Product Support, Technical Solutions Advisors, Hardware Solutions Engineers etc.) on best practices and cost-conscious sustainable solutions and support options Act as ‘Trusted Advisor’ to customers on regular basis. Providing value-added support solutions while being conscious of bottom-line impact for both Service Express and the customer Document in a timely fashion all actions and resolutions on Support tickets to maintain cross communication between service & support departments Participate and provide on-call availability for 24x7 customer needs as part of a scheduled rotation Responsibly implement corrective action for equipment failures while under extreme pressure Engage other departments when appropriate by customer needs (i.e., Purchasing, Product Support, Sales) Capable of interpreting maintenance manuals to effectively troubleshoot technology issues that arise and partner with L3 engineers (I.e., knowing when to escalate) to resolve complex matters Understand and fulfil the responsibilities for secure management of personal data of both internal and external customers in line with the EU General Data Protection Regulation 2018 Ability to setup and configure storage arrays supported by Service Express Collaboration with Product Development – Research, development and implementation of new hardware and software support services. Service development focused on new platforms Inter-connectivity setup and troubleshooting between storage and compute Perform software support on Storage platforms as defined within the Services Catalog Basic Configuration & Troubleshooting: As needed by customers and engineers, assistance and expertise on the following configuration and troubleshooting: Responsible for storage Pool/RAID group and LUN configuration best practices. Ensure host connectivity (FCP and iSCSI), registration and failover. Ensure settings appropriate to customers usage. Oversee the presentation of configured storage to hosts. Accountable for basic system configuration best practices including read/write. CIFS/NFS and iSCSI LUN configuration best practices and troubleshooting as needed. VDM (Virtual Data Movers) configuration and best practices and troubleshooting. Quotas configuration best practices troubleshooting. Networking configuration best practices and troubleshooting. Automatic Volume Management (AVM) configuration and troubleshooting Checkpoint creation, management, and troubleshooting. Advanced Configuration and Troubleshooting: As needed by customers and engineers, assistance and expertise on the following configuration and troubleshooting: Restructuring and LUN migration advice and guidance. Provides Storage Tiering configuration advice and guidance. As needed by customers and engineers, assistance and expertise on the following configuration and troubleshooting: Replication configuration and troubleshooting Upgrade and compatibility advice and assistance What will help you be successful in this position: 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 We offer you: Workplace flexibility that empowers our employees "Hire the Will and Train the Skill" culture with an effective field service training program Access to best-in-class support teams within our service-oriented company Personal growth & advancement opportunities Paid volunteer hours & birthday off Several health insurance offerings that start on day one 50% health club membership reimbursement Company 401k match #LI-Onsite Service Express is an equal opportunity employer. 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