Storage Engineer - L1/L2

Position Overview:

Storage Engineer - L1/L2

Key Responsibilities:

• Provide

  Level 1 and Level 2 support

  for various storage products, assisting customers with troubleshooting, configuration, and operational issues.
• Escalate issues to

  Level 3 support

  when necessary, ensuring timely and accurate resolution of critical issues.
• Analyze and diagnose system logs and support case attachments to determine the severity of the issue and implement corrective actions.
• Perform troubleshooting of complex storage issues, identifying root causes and delivering solutions.
• Prepare detailed

  Root Cause Analysis (RCA)

  reports for customers, outlining the causes of incidents and recommended actions for resolution.
• Collaborate with cross-functional teams, including product development and engineering teams, to address complex issues.
• Monitor and maintain storage environments, ensuring high availability and performance.
• Document all incidents and solutions in support case management systems, ensuring accurate and up-to-date records.
• Participate in regular updates and communication with customers regarding the status of ongoing support cases.
• Stay updated with the latest trends, best practices, and technologies in the storage domain.

Key Skills & Qualifications:

• Strong experience in

  storage product support

  (e.g., EMC, NetApp, Dell, IBM, or other leading storage vendors).
• Hands-on experience in

  Level 2 and Level 3 support

  for storage product lines.
• Advanced troubleshooting skills and ability to handle complex technical issues.
• Expertise in analyzing

  logs

  and diagnosing issues related to storage systems.
• Experience preparing

  Root Cause Analysis (RCA)

  reports and offering solutions to prevent future issues.
• Good understanding of

  storage architectures

  , RAID configurations, SAN/NAS environments, and data management.
• Knowledge of

  backup

  and

  disaster recovery

  solutions.
• Familiarity with storage network protocols (e.g., Fiber Channel, iSCSI, NFS, SMB).
• Experience with

  performance tuning

  and monitoring tools for storage systems.
• Strong analytical and problem-solving skills.
• Good communication skills, both verbal and written, with the ability to interact with customers and cross-functional teams effectively.
• Familiarity with

  case management

  tools like ServiceNow, JIRA, or similar.