Enterprise Storage & Support Engineer Tier 2 - 3

Job Description

• Large enterprise and government customer infrastructure support role
• Opportunity to work with a renowned IT hardware vendor
• A permanent role with a 100% work from home opportunity

Our client is renowned manufacturer in the server and storage infrastructure space. Established in 1991 in the US, the company now caters to clients across the globe and supports a strong open source community. This multi-national and multi-million $ company predominantly takers to large enterprise and government clients across the globe.

About the role

You will acting as the 2^nd / 3^rd level escalation point for the company’s worldwide client’s incidents/problems management team but will especially act as the point of support for the clients in Australia region. You will be identifying, documenting, implementing and resolving problems in the AU enterprise and government clients environment predominantly focusing on the company’s products support.

Must haves for the role:

1. Strong technical experience in storage especially NAS infrastructure
2. Experience with supporting and resolving enterprise clients
3. Strong diagnostic, problem solving and customer focus skills
4. Must be able to communicate verbally and in writing

 Role and Responsibilities:

You will work alongside the team in US to support AU clients across the company’s products portfolio including

• Answering incoming questions through our various support channels, providing business and product knowledge
• Triage, routing, escalation of customer engagements to the appropriate staff or teams
• Generating new service cases for customers or providing updates on existing cases
• Providing basic product knowledge to customers
• Assisting customers with product configuration and maintenance per their SLA
• Reviewing/summarizing failures, errors, and/or changes found within our storage platform’s debugs to move tickets toward resolution and/or escalation
• Identifying failed components and submitting RMA requests for parts or assemblies, and remotely assisting customers with replacements
• Providing System Verification and/or Health Check Reviews for support renewals or upon customer request
• Auditing config docs, configuration of in house NAS systems.
• Assisting customers with NAS onsite configuration and/or product walk through

Experience and Skills Requirements:

• Ability and desire to quickly learn new technologies and products
• Experience working in a support organization dealing with enterprise customers
• Good written and verbal communication skills
• Ability to handle multiple priorities at once
• A strong focus on customer satisfaction
• Familiarity of enterprise storage concepts
• Comfortable working within multiple computer operating systems IE: (Windows, Mac, Linux)
• Experience using office suite software IE: (G-Suite, Microsoft Office, Libre Office, ETC)
• Administration experience for enterprise storage technologies along with configuring associated applications deployed across heterogeneous operating systems (Windows, Unix, Mac) environments
• Demonstrable troubleshooting, performance analysis, and configuration competency in a wide variety of categories, including:
• Solid competency of: UNIX Linux, Windows, OS X, Networking and file protocol experience: TCP/IP, CIFS/SMB, NFS, AFP, iSCSI, HTTP, FTP
• Storage functionality: SAN, NAS, RAID levels, LUNs, multipathing, and ZFS specific knowledge
• Familiarity with various terminal/shell environments such as Bourne/Bash, Powershell,csh,zsh
• Solid competency in :
• Type 1 and 2 hypervisors such as VMWare,Xen,Hyper-V
• The FreeBSD operating system
• The Linux operating system
• Directory services such as LDAP, NIS, AD
• Good understanding of Layer 2/3 network protocols and high availability concepts
• General understanding of disaster recovery concepts and their implementations
• Mid-to-high level mastery of ZFS (snapshots, clones, ZFS send/receive, space usage)
• Solid competency with Unix and Windows permissions schemes and ACLs
• Full understanding of TCP/IP concepts (routing, switching, subnetting, firewalls)
• Familiarity with networking hardware (ethernet interfaces, switches, routers, and media types)
• May occasionally need to lift and carry up to 20 pounds

On Offer:

• Competitive Remuneration
• Permanent position
• Great working environment, contributing and participating with a great team
• Ability to work closely with a popular open-source project, as well as commercial variants
• Part of worldwide operating international company
• Work from home 100% of the time

How to apply

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Other Information

Other titles for this role in other organisation might be: Storage Engineer, Storage SME, NAS SME, Back up Expert, Level 2 Engineer, Level 3 Engineer, Services Engineer, Senior Technical Consultant, Network Engineer, Infrastructure Administrator, Enterprise Senior Analyst-Storage, Enterprise Storage

Appetency Recruitment Service @ 03 8560 3750

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