DDN - L1 Technical Support Engineer - Operating Systems

<p><p><b>Job Description : </b></p><p><br/> We are currently seeking candidate for the position of Technical Support Engineer L1 in Title : </b></p><p><br/> As a L1 Technical Support Engineer, you will provide first-level support to customers, support personnel, and field support staff, focused on troubleshooting, repairing and debugging Tintri products.</p><br/> Support incidents can range from hardware and/or software issues with Tintri storage systems and solutions, to interoperability issues.<br/><br/> You will be required to utilize and add to the Tintri knowledge base.<br/><br/> As a 24X7X365 organization, shift work, holiday coverage and on-call responsibilities will be : </b><br/><br/><b>Responsibilities : </b><br/><br/> - Always take care of the customer.<br/><br/> - Customer Satisfaction is job #1.<br/><br/> - Leverage internal technical expertise, knowledge base, scripts, log files, and other internal tools, to provide the most effective solutions to customer issues.<br/><br/> - Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.<br/><br/> - Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.<br/><br/> - Create new knowledge base articles to share information for reuse throughout the Technical Support Center.<br/><br/> - Document case history and status to provide background prior to escalating to higher level.<br/><br/> - Develop and implement resolutions to identified problems, and follow standard practices and procedures.<br/><br/> - Monitor and track all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.<br/><br/> - Validate technical information and issues early warnings and disseminates information as & Qualifications : </b></p><p><br/> - Exceptional command of the English language.</p><br/> - Exceptional writing skills.<br/><br/> - Ability to work in a 24X7X365 organization, including weekends and holidays.<br/><br/> - 4 + years experience in Enterprise level Technical Support.<br/><br/> - Basic familiarity with standard Linux commands.<br/><br/> - Good understanding of concepts related to SAN and NAS storage, Operating systems (Unix and Windows), CPU/memory architectures and Disk/RAID systems.<br/><br/> - The ability to diagnose complex problems and deliver analyses of root cause across a stack of complex applications, OS, Network switching and storage elements.<br/><br/> - Working knowledge of popular hypervisors such as VMware, Xen and Hyper-V.<br/><br/> - Familiarity with VMware, Microsoft products and Citrix.<br/><br/> - TCP/IP based networking and troubleshooting skills.<br/><br/> - Experience in sizing, performance analysis, and troubleshooting of data storage systems, appliance experience is a : </b><br/><br/>- Information Technology and Services.<br/><br/>- Computer Software.<br/><br/>- Computer & Network Security.</p><br/></p> (ref:hirist.tech)