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Customer Support Engineer 2
Muscat
Job Description
Position: Executive
Location: Muscat
Reporting to: Sr. Manager
SUMMARY
This client facing position requires someone who excels at multi-tasking adapts quickly to a dynamic environment. Responsible for providing IT infrastructure project implementation services, post-sales support services, escalation support for clients in resolving complex technical and application-related inquiries.
Responsible to ensure timely deployment and delivery of the services to guarantee customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES
EXPERIENCE:
- Have at least 6 to 7 years of the experience in handling activities (Implementation & trouble shooting) on core enterprise product line (Server, Storage, Backup, Windows, etc,)
- Having in-depth knowledge on Server, Storage, Backup tools, Operating systems concepts
- Should have strong product Implementation knowledge and configuration.
- Focused on attending to support calls and case escalations, implementation of special projects and Infrastructure upgrades.
- Follow best practice for call escalation both inside and outside the support department.
- Expected to provide solutions and resolve the technical issues to the complete satisfaction of the customer.
- Follow up on call escalations with principals/ OEM to ensure proper response and resolution times are met.
- Communicate/Report concerns, problems, opportunities, personnel related issues and critical customer issues.
- Collaborate with Helpdesk, Support manager, sales, Projects and Presales functions in support of customer focused projects, programs and communications.
- Supply regular status updates for all Service Requests.
- Review and identify root cause for all escalated service requests and share this information to improve continuously within Implementation and Support teams.
- Implement continuous improvement methods to enhance area operations, efficiency and service to both internal and external customers.
- Shall provide technical support to field engineers during escalations / Serve as backup for technical support specialist if needed.
- Candidates who has worked in similar job roles/profiles will be preferred.
JOB RESPONSIBILITIES:
- Design and Implementing of all enterprise products Like, Server, Storage, industry standard Backup software’s.
- Post deployment support for Implemented Products.
- Supporting the customer on 24/7 and reachable to company / customer to show commitment.
- Extending the support on demands, as most of the IT support change requirements will be done during weekends.
- Ensuring customer satisfaction at all times.
- Obtaining certificate within given target time which is most important for company.
- Maintaining confidentiality and company information with customer.
- Obtaining technical skills on new products, in-line with organization initiative and business demands.
- Maintaining of Service reports, project reports, all relevant records.
Qualifications:
Academic : Bachelor degree in Electrical , Electronics, IT or Computer science.
Technical Certification(s):
- MCSE – Microsoft Certified Professional (Includes Virtualizations)
- VMware - Virtualization Certified.
- HP ASE - HP Servers & Blade System
- HP ASE - Storage Solutions Architect.
- HP ASE – HP Storage Works Integration.
- Veeam / Commvault / Data protector.
- Optional Certification – If any
- Cisco Certified Network Associate.
- Microsoft Certified Professional ( AD, Exchange)
Required Computers & IT Skills:
Technical Exposure
- Hardware : HPE Blade Series Servers, HP Virtual Connects, Flex Fabric, Blade switches HP ProLiant ML, DL Servers.
- Windows Platform: Implementation on MS products, Such as Active directory & Exchange, Hyper-V , MS Cluster.
- Virtualization : Implementation and supporting of complex on virtualization Infrastructures.
- Storage : HP 3PAR,HP EVA, HP MSA, HP Replication Solutions, HP Storage Works D2D, HP ESL Tape library, HP MSL FC Tape Library.
- Backup : Symantec Backup Product / Data Protector / Commvault.
- SAN : HP SAN Switches, HP Blade SAN switches.
- Networking : LAN, WAN, Wireless.
Implementation Skills:
Implementation Knowledge on Windows : Complex Windows Infrastructures which include Active directory, Exchange and Hyper- V infra
Implementation Knowledge on VMware : Excellent Knowledge in VMware Products
Implementation Knowledge in Hardware : Installation of HP Blade servers, configuring them.
Installation of 3 PAR storages and SAN Switches like Brocade, Provisioning new Storages, Fiber Channel Configuration and Fabric & LUN, Management including Zoning, LUN Masking, Storage Management including creation of Disk Groups, LUN Presentation, VDisk using VRAID Type 0, 1 and 5. Replication Solutions.
Onsite & Remote support for HP Storage products like 3 PAR, EVA,HP MSA,ESL & MSL Tape libraries Installation, configuration & monitoring of HP Data Protector and Symantec Backup Exec.
Required Language Skills:
Should have effective Oral and written communication skills in English.
Shall have excellent interpersonal skills, communication and presentation skills.
People Skills:
Should have worked with teams and collaborative with the teams to produce efficient results.
Should be able to manage critical situations.