HPE Storage Senior Technical Support Engineer

HPE Storage Senior Technical Support Engineer<p>  </p>This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE office.<p></p><p></p><p><b>Who We Are:</b></p><p>Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.</p><p></p><p></p><p><b>Job Description:</b></p><p>   </p><p>The Senior Technical Support Engineer manages a triage of customer support service issues and escalations. The role contributes to efficiency improvements from reducing customer issues to increasing team productivity through product changes and knowledge creation.<br/><br/>The Senior Technical Support Engineer effectively and efficiently handles all levels of technical support calls from basic user questions to issues requiring more in-depth technical and problem-solving skills.<br/><br/>Also, the job scope includes independently diagnosing and resolving networking and performance problems with storage server environments. This will mean an even balance of taking complex cases and simpler cases from your vertical specializations and other complex areas of the Nimble Product.</p><p></p><p><b>The role:</b></p><ul><li>To be logged into phone queue and available to receive customer calls every day during your shift without management request. You can logout from phones, during the last hour of your shift to wrap-up.</li><li>Regular contributions towards accepting handovers from other regions targeted to EMEA region. This means your participation on accepting warm or cold handovers is visible for the team and management.</li><li>Maintain regular focus on all cases and customer escalations, making sure the customer is not waiting on actions from HPE Nimble support. We expect all the cases need to be updated on regular basis, say every 2 to 3 days check on latest status with customer.</li><li>Actively engage in Vertical meetings, provide regular feedback to team on the latest trending issues from your verticals during weekly disseminations.</li><li>Case backlog to be maintained at no more than 25 cases at any given time.</li><li>Contribute to edit/modify existing KCS articles and to develop new KCS articles</li></ul><p></p><p><b>Key <span>deliverables/accountabilities:</span> (key deliverables the employee should be accountable of)</b></p><ul><li>Contribute to efficiency improvements from reducing customer issues to increasing team productivity through product changes and knowledge creation.</li><li>Effectively and efficiently handle all levels of technical support calls from basic user questions to issues requiring more in depth technical and problem-solving skills.</li><li>Independently diagnosing and resolving networking and performance problems with storage server environments.</li></ul><p></p><p><b>Education (degree) and professional experience required: </b></p><ul><li>5+ years' experience providing technical support to end user customers for storage related products including advanced administration issues such as snapshots and replication.</li><li>Fluent in written and verbal English.</li></ul><p></p><p><b>Technical skills:</b></p><ul><li>Outstanding problem-solving skills with good technical knowledge of storage systems and TCP/IP &amp; Inter-Networking in a Linux and or Windows environment.</li><li>Should be comfortable filing bugs and working with engineering to articulate problem scenarios for reproducing issues.</li><li>Experience with VMWare, Storage, Cisco UCS, ISCSI, Xenserver, HyperV, Open Stack and Fibre Channel.</li><li>Experience with applications like Oracle, Exchange, SQL Server Veam, Back up Exec, and Commvault.</li><li>Ability to read backtraces and isolate potential problem areas at varying levels of depth and complexity.</li><li>Scripting / Programming knowledge (with a focus on support automation) and time-saving utilities.</li><li>Should be comfortable filing bugs and working with engineering to articulate problem scenarios for reproducing issues.</li></ul><p></p><p><b> Personal skills and qualities:</b></p><ul><li>Customer oriented, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution.</li><li>Excellent oral and written communications skills.</li><li>Positive attitude towards team members, customers and partners Capable of being self-managed, and a team player, quality conscious, e