Storage L2 engineer will be responsible for complete resolution of complex problems at a large enterprise level and mission critical storage environments. The candidate will provide expert level assistance directly to Customers, Partners, TEC engineers, Field CEs, Escalation engineers and Resellers/VARs. Some of the main responsibilities include Problem reproduction, Interfacing with the engineering team, QA and development engineers, Escalation and Elevation management, development of knowledge base and training material, mentoring and formal training delivery.
Job specific responsibilities include troubleshooting and resolving complex technical issues on HPE Storage products like 3PAR/Primera/Alletra and MSA/NAS systems. This will also involve basic troubleshooting of related components like SAN Switches and host bus adapters, as well as working on performance and host connectivity related issues which would need excellent knowledge on Operating systems, Virtualization and Networking. Providing leadership in technical problem management,
working closely with end customers, HP remote and field support staff also comes as part of added responsibilities of this role.
Other responsibilities:
- Respond to service, product, technical, and customer relations questions on subjects such as features, specifications and repairs on current and discontinued products and parts & options based on customer entitlement.
- Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.
- Participate in Knowledge creation and management activities.
- Assess and appreciate technical issue as well as customer’s business impact and communicate appropriately with the customer.
- Participate in after-hours remote support rosters.
- Deliver internal trainings and Tech-share sessions as needed.