Storage L1
Storage L1
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Job Description
Storage & SAN fundamentals
Fiber channel and ISCSI technology
HP Storage Product Online & Nearline
At least one Operating system Experience Required:
24 Years hands on experience in Service & Support on Backup/Nearline products mainly HP enterprise level libraries Physical Tape Libraries Virtual libraries Disk to Disk Backup systems OS Backup Software MSL ESL ESLE VLS D2D Gen2 B6200 etc.
Working through complex problems which may involve Switch SAN or Library components and require a holistic troubleshooting approach.
12 years of Field support experience preferred.
Experience with SAN and Switched SCSI environments Should have exposure to basic Storage concepts like RAID SAN NAS.
Experience in supporting at least 2 OS in a clustered SAN centric environment.
Experience on using HPs L&TT Tools for diagnosing Firmware upgrades Testing of Tape Libraries and Library management tools like CVTL CVVLS
Experience in supporting tape drive technologies including DLT SDLT LTO1 to LTO5
General knowledge of SAN Infrastructure Blade environment Virtual Connect ProLiant Servers SAN concepts connectivity of Nearline products & solutions in SAN Ethernet & Direct attached environment SAN associated products including Secure Path Business Copy Persistent Storage Manager Virtual Replicator.
General knowledge of networking concepts and iSCSI protocol.
Knowledge & understanding of Storage arrays EVA MSA NAS XP Storage. Responsibilities
Provide Remote Storage Hardware & Software support to MC Customers Field CEs Escalation Engineers Reseller/VAR as well as L1 Engineers Diagnose and solve the Incidents/Issues via phone and email.
Candidate should perform the Problem resolution Interface with Onsite Engineers Account Support Managers Escalation and Elevation management
Understanding criticality of issue and business impact by demonstrating mission critical mindset & work to identify the cause of the issue in the shortest/quickest path.
Provide immediate technical response and expertise in restoration of customer High availability environments.
Applying systematic problem solving techniques high quality call documentation and superior cando attitude.
Develop and document clear action plans to resolve issues even where information may be limited.
Be fully aware of the business impact of ongoing issues and thus keep customers/account team updated of all action plans and developments during the resolution process.
Delivers timely solutions to customer issues and meets the defined SLAs for response and resolution time and other Performance metrics are met /exceeded.
Collaboration with other cross functional groups i.e. L2 L3 Labs Call Management Resource control to ensure timely resolution of issues
Participate / prepare Post Incident Reviews with ASM/Account Team as required.
Aptitude towards problem solving and Trouble shooting skills on Tape Libraries Library Management software SAN connectivity backup software etc. including log analysis Education and Experience
B.E/B.Tech or Masters Degree in Technical Discipline
Experience of 13 years Possession of professional certification mandatory: A Server
Possession of professional certification within a technical field e.g: MCSE CCNA etc. will be preferred
Provided or led in technical support of an IT environment preferably with experience in supporting servers/networking.
Employment Type
Full Time
