Job Description
Job Description
Technical Solutions Cons III-b-1194699
Description
Global ISS Competency Center Non MS Engineer
Experience
· 2+ years experience in service and support on Industry
Standard Servers (HP, Dell, IBM) with storage and networking experience.
Job Description
Demonstrates high level of technical & account management
communication skills and expertise with Customers & internal
organizations. Performs Customer Expectation management as part of the
Escalation process.
Manages the solution process with high management attention in a
complex environment. Ability to isolate obscure problems of unknown
origin. Takes responsibility for delivery processes such as: End-to-End
problem ownership solutions. Leads & develops customer
relationships. Leads high level cross organizational customer orientated
projects
Key Responsibilities
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Provide HP customers & Engineers troubleshooting & support in the areas related to Industry Standard Servers.
- Provide leadership in technical problem management and the resolution of all issues, working closely with internal and external customers and HP remote and field support staff.
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Develop action plans to investigate and resolve complex issues/problems and clearly communicate these to engineers, customers and/or relevant managers;
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Identify and contribute to projects to improve product support, customer satisfaction and team efficiency;
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Be aware of, and contribute to the improvement of, team performance as measured in the team Business Fundamentals Tables (BFT).
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Technical writing skills will be required to publish Issue resolution documents
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Required to communicate effectively with Technical and Non-Technical stakeholders and should have the ability to drive the conversation/discussion
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Must be able to interact with colleagues from different countries and background (own team, members of SC and Product Divisions)
Qualifications
- Broad technical knowledge on ISS solutions
- Technical knowledge on ISS and accessories
- Technical knowledge and experience on server management software tools
- The ability to clarify and analyze a technical problem and
develop a solution using HP tools (ADU / SSCD / Meatgrinder / others)
and Linux tools like (vm-support / SOSreport / cfg2html / Oracle DATA
collector)
Essential Skills:
- Demonstrate an in depth understanding of several products in more
than one functional area involving usage, configuration, and
interaction with other products.
- Affinity with hardware related support processes
- In depth knowledge of ProLiant blade servers and blade infrastructure.
- In depth knowledge of Linux operating system.
- In depth knowledge of Industry Standard Servers (HP ProLiant
Servers and Options)- Broad technical knowledge on all the following
Operating Systems: Linux, ESX, SCO, Solaris
- Technical knowledge of network environment.
Additional beneficial skills:
- knowledge of remote deployment programs and monitoring processes and concepts.
- knowledge of systems insight management and proliant essentials
- Strong 2nd Line skills on Proliant servers typically employed in many SAN implementations.
- Technical knowledge of network switches
- Connecting Blade Servers into SAN infrastructures.
- Storage product knowledge of direct attached MSA products.
Knowledge of attached and networked storage hardware like (MSA /LeftHand
/ EVA / XP) and concepts like ( SAN / NAS / ISCSI)
Business Skills
- Excellent Communication Skills
- Demonstrated written and verbal communication skills in English
- Verbal communication in any other language will be appreciated
- Experience in interacting/Supporting Level 1 Support teams and Customers
- Must be a Team player - attend weekly team meetings, be available, and show ability and willingness to motivate and support other engineers
- Must have a 'service and support' mind-set
- Strong Analytical skills
- Must have the ability to prioritize and manage multiple reactive tasks
- Skills in developing 'Action Plans' for customer resolution and technical escalation management
- Able to self manage and to take initiative with little management involvement
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