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Description
Compute L1 JD Job Description/ Function Provide troubleshooting & support to HP customers & engineers in the Industry Standard related areas. Develop action plans to investigate and resolve complex issues/problems and clearly communicate these to engineers, customers and/or relevant managers. Provide leadership in technical problem management and resolution to issues by working closely with the end customers and HP remote and field support staff. Participate in after-hours remote support rosters. Identify and contribute to projects to improve product support, customer satisfaction and team efficiency. Be aware of and contribute to the improvement of team performance as measured in the team Business Fundamentals Tables (BFT). Technical writing skills will be required to publish issue resolution documents Communicate effectively with technical and non-technical stakeholders and has the ability to drive the conversation/discussion Ability to isolate and solve complex technical/business problems and be able to interact with people (customer and internal HP) at all levels and geographies. (own team, members of SC and Product Divisions) Possess a strong customer focus with the ability to control elevations, balancing the needs of the customer, the HP account team and the ISS division. Firmware updates and Recommendations for HP Blade System environments, the firmware analysis includes the enclosure and all its components, including server and storage blades, power and cooling components, networking, interconnects, and virtual connect. Basic functional knowledge on Windows, Linux, VMware, UNIX Technical Skills Business Skills Broad technical knowledge on ISS solutions, ISS and accessories Technical knowledge and experience on server management software tools Knowledge of remote deployment programs and monitoring processes and concepts. Strong 2nd Line skills on Proliant servers, typically employed in many SAN implementations. Technical knowledge of network switches Windows Server Operating Systems and their integration with Fiber channel HBA, also Windows Server Clustering in SAN and switched SCSI environments. Connecting Blade Servers into SAN infrastructures. Demonstrate strong written and verbal communication skills Demonstrate business judgment, decision making skills, negotiating skills, timeresource management, complex problem solving, in-depth product knowledge, creativity, teamwork, knowledge of quality processes, political astuteness and sensitivity in dealing with diverse cultures and ability to learn quickly. Experience in interacting/Supporting Level 1 Support teams and customers Must be a team player and show ability and willingness to motivate and support other engineers Must have a ‘Service and Support’ mind-set Essential Skills Customer handling skills Industry Standard Servers (Proliant, Blades & SL) Broad technical knowledge on Windows, Linux. Knowledge of attached and networked storage hardware and concepts Demonstrate an in depth understanding of several products in more than one functional area involving usage, configuration, and interaction with other products. Demonstrates high level of technical & account management communication skills and expertise in communicating with customers & internal organization. Adds Customer Expectation management as part of the Escalation process and be able to isolate obscure problems of unknown origin. Manages the solution process with high management attention in a complex environment. Affinity with hardware related support processes Ability to work in a 24x7 Environment Takes responsibility for delivery processes such as end-to-end problem ownership solutions. Leads high level cross organizational customer orientated projects Eligibility Educational Qualification – Bachelor/Masters in technical field or equivalent experience. 3+ years of experience in service and support on Industry Standard Servers (HPE, Dell, IBM) with Non-MS OS, storage and networking experience Excellent Communication skills Good Presentation Skills Basic knowledge on protocols (SNMP, WBEM, RIBCL, WSMAN etc.) Server/Storage/Networking concepts Knowledge on Proliant and Blade/Apollo Servers, Synergy, BCS products Basic functional knowledge on Windows, HPUX, UNIX, Linux, VMware Flexible to work in Shifts Knowledge on Remote Support tools/applications like One View remote support, InfoSight, iLO Amplifier pack would be added advantage. Show more Show less
