Technical Support Engineer

4 months ago

Nashville, United States Stage 4 Solutions Full time

Technical Support Engineer (OneView, Synergy, HPE Storage, Brocade) (Nashville, TN)

We are looking for a Technical Support Engineer for a global B2B high-tech company. In this role, you will receive and log all incidents related to the client’s provided Hardware and Software. This includes direct receipt of machine-created alerts, especially for the client’s platform. Ensure that all relevant information related to an incident, including the forwarding of raw events into the client event management systems to allow the client to respond in an appropriate manner, is provided to the client service desk or other authorized users for entry into the client Incident Management System.

This is a 10-month (extensions likely), 40-hour-per-week role. This is an on-site role in Nashville, TN.

Must be able to provide after-hours, weekend and holiday support as needed.

This is a W2 role as a Stage 4 Solutions employee. Health benefits and 401K are offered.


Responsibilities:

Assist in implementing a resolution for incidents arising from or related to the client’s provided hardware and software, including break/fix hardware and software support. Escalate an incident where the incident cannot be resolved within the relevant service levels or agreed timeframe. Track and report the progress of resolution efforts and the status of all incidents, including: Review the proposed resolution time for each incident with the appropriate party and update the status accordingly. Keep client-authorized users, support organization, and management informed of changes in incident status throughout the incident lifecycle. Ongoing real-time monitoring and checks are summarized in the table below and raised cases for any issues. Monitor email for issues, investigate, and open cases as needed. Assist customers with questions and issues such as Array performance, compute capacity etc. This is a very real-time situation for example where the customer indicated that a VM is experiencing latency. We then need to determine on which host and datastore the VM is running. Evaluate the storage array for any issues. Evaluate all arrays to determine if it is local or widespread (usually caused by any one of several customer-managed patching or scanning tools). Collect data and escalate as needed. Scheduling various activities On-site Break Fixes, Updates, and implementation work. Create a change request and follow up to get it approved. Create Datacenter access request and follow up to get it approved. Provide access information to the Customer Engineer (CE). Prompt availability to assist the Client team in Incident Management situations which might be related to HPE Infrastructure in Client IaaS Green Zone (US, SG, HK and UK) during the 24x5 coverage window (contractual obligation for which HPE Assist teams in the regions have to support each other). 

Requirements:

3+ years of experience with large HPE Storage. Experience with OneView and Synergy. Experience in Brocade.

Please submit your resume to our network at (please apply for the Technical Support Engineer (OneView, Synergy, HPE Storage, Brocade) (Nashville, TN) role).

Please forward this opening to others who might be interested.

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