Technical Support Engineer - Problem Management

Location : Electronic City, Bangalore,.

Shift : Rotational 24-7.

Remote/Onsite : Work-from-Office.

Experience : 5+ Years.

Notice Period : Immediate 30 Days.

Job Description :

Job specific responsibilities include troubleshooting and resolving complex technical issues on HPE Compute products like Proliant/Synergy Servers, C7000 Blade Enclosures, Direct Attach Storage 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 OneView, Operating systems, Virtualization and Networking.

Providing leadership in technical problem management, working closely with end customers, HPE remote and field support staff is also 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.

- Asses and appreciate technical issue as well as customers business impact and communicate appropriately with the customer.

- Participate in after-hours remote support rosters.

- Deliver internal trainings and tech-share sessions as needed.

- Willingness to work in 24x7 environment.

Knowledge & Skills Required :

- Excellent product knowledge and troubleshooting skills on Proliant & Synergy Systems.

- Excellent knowledge on OneView, Operating systems, Virtualization and Networking.

- Good understanding and basic troubleshooting knowledge on Compute & DAS.

- Excellent verbal and written communication skills.

- Experience in troubleshooting in a technical environment.

- Excellent analytical and problem-solving skills.

- Software and hardware knowledge of computing and storage.

- Able to lead resolution activities with escalated customers.

- Ability to mentor new agents and contribute to technical action plans.