Technology Support I- HP & DELL Server Hardware Break-Fix Support Engineer

Embark on a dynamic career in tech support, where your skills contribute to maintaining world-class technology solutions to ensure a seamless user experience.

As a Technology Support I team member in Infrastructure Platforms team, you will ensure the operational stability, availability, and performance of our production application flows. Be part of the team responsible for troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems, ensuring a seamless user experience.

Job Responsibilities

• Troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery to support business operations.
• Assist in the improvement of operational stability and availability through participation in problem management.
• Assist in monitoring production environments for anomalies and address issues using standard observability tools.
• Identify and document basic issues and potential solutions for business and technology stakeholders.
• Support the management of incidents, problems, and changes in technology applications or infrastructure, and escalate in compliance with firm policy and processes.
• Monitor the infrastructure using tools like Netcool, AlertHub, or open source solutions, and understand monitoring tool architecture.
• Manage production support issues from start to finish, including troubleshooting, providing solutions, and root cause analysis.
• Work closely with infrastructure, technology teams, and production management to resolve critical issues on priority.
• Maintain proper documentation of all activities carried out during projects or incidents.
• Implement, measure, and improve processes and procedures to ensure maximum availability and responsiveness of the production environment.
• Train team members and drive key projects, including prioritizing tasks, managing SLAs, and client relationships.

Required Qualifications, Capabilities, and Skills

• 1+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services.
• Familiarity with applications or infrastructure in a large-scale technology environment on-premises or in the public cloud.
• Good knowledge and understanding of physical IT infrastructure (servers, network, and storage devices).
• Good knowledge of VMware (ESX), Red Hat (Linux), and Microsoft (Windows) operating systems with ability to perform root cause analysis.
• General technical skills in ESX, Linux, and Windows operating systems, and experience with server and storage hardware (HP, Dell, Lenovo, Cisco, IBM, NetApp, SolidFire, Cohesity, DellEMC).
• Advanced hardware knowledge of latest Dell PowerEdge and HPE ProLiant server models with troubleshooting skills at the hardware level.
• Hardware knowledge of Cisco routers and switches with basic troubleshooting skills.
• Good understanding of ServiceNow, Incident, and Change Management ITIL processes.
• Advanced knowledge of infrastructure technical troubleshooting methodologies.
• Strong understanding of security best practices for multi-tiered operating systems.

Preferred Qualifications, Capabilities, and Skills

• Demonstrate exposure to general-purpose programming languages or automation scripting.
• Apply knowledge of the Information Technology Infrastructure Library (ITIL) framework.
• Collaborate as part of the vendor engagement model.
• Prioritize tasks, manage SLAs, and maintain client relationships.