EMC Storage Cloud Support Engineer

Job Description

To support our extraordinary teams who build great products and contribute to our growth, we're looking to add a Senior Engineer - IT located in Chennai location. What a typical day looks like: Oversee the day-to-day operations of the Technical Support Team Act as a senior resource who will drive customer satisfaction through customer support Act as a mentor and provide oversight, coaching, and training to technical support staff Be the point of contact when it comes to technical escalations Record and track team SLAs and workflowss Manage and report on all incoming technical support inquiries On-board all new technical support team members Assist in the creation of the team KPIs as we'll as monitor and report on results Be actively involved with the operational delivery and UAT if required for new product and feature releases Monitor team performance and report on metrics Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner Work to create any relevant support material for the team Implement any necessary preventive measures to reduce customer faults and issues Review all technical support related processes and documentation for continuous improvement Proven people management and leadership skills Monitoring and support the infra as we'll the remote devices in the network. Following Helpdesk tickets with ITIL Process & attend incidents, requests logged by users on day-to- day basis as per SLA, being the first point of escalation. Hands-on experience in Service Now ticketing tool Install & Maintain an Active Directory Service and Manage user and group accounts in Windows 2019. Responsible for updating and maintaining the users, groups and organization units. Image laptop/desktops with MDT and troubleshooting problems related to booting, Hardware and OS performance. L1 Network troubleshooting. Encryption for data security. Handling the issues system image failure with the help of encryption. Providing extended support to end users and resolved the issues immediately. Participating in 24/7 support including weekend system prep and on-call rotations as per the business needs. Basic knowledge in Powershell / any scripting language Hands-on experience in handling cloud AV devices (Preferably Zoom Room). Mandatory Skills: Level knowledge Cloud and storage solution (EMC Dell) Server Concepts like DHCP, DNS, WSUS and etc. Team Leader for IT support Service now reports handling Automation and scripting Excel Macros Level 1 Network support Audio Video solution knowledge basic. The experience we're looking to add to our team: Bachelor degree in Computer Engineering., Comp. Science., or IT. ( or equivalent experience) Overall 6-9 years of experience in IT and 5+Yrs of exp in EMC Dell Storage. Candidate should be responsible for maintenance of all IT and Network related hardware/software. Excellent communicator, both oral and written Proven people management and leadership skills Strong problem solving and communication skills Strong analytical skills to investigate and resolve customer support tickets Able to multi-task efficiently under time pressure What you'll receive for the great work you provide: Health Insurance Paid Time Off