Description

Key Skills: Linux Administration, Troubleshooting, Networking, Cluster Services, SAN Technologies, HP Servers, Disaster Recovery, HPE Service Guard

Good to Have Skills: CCNA/RHCE certifications, SUSE Linux and HP UX knowledge, Red Hat Satellite for patch deployment, Linux vulnerability assessment and mitigation, excellent communication skills, customer satisfaction focus, training delivery capabilities, and various soft skills including accountability, action planning, active learning, critical thinking, cross-functional teamwork, and customer experience strategy.

• Resolve customer issues via telephone, email or remote sessions in a timely manner.
• Reproduce issues in-house and provide regular follow-ups with recommendations, updates and action plans.
• Identify and escalate issues according to standard operating procedures to appropriate vendors.
• Leverage internal technical expertise including peers, mentors, knowledge base and community forums for effective solutions.
• Collaborate with other CoE/HW teams in diagnosing and isolating causes of complex technical issues.
• Maintain quality documentation, SLA timeframes and operational metrics for all customer interactions.
• Lead incident management by resolving single and cross technology incidents independently and guiding team members.
• Manage technical escalations and participate in formal escalation processes during crisis situations.
• Perform proactive and reactive problem management including trend analysis and root cause analysis.
• Independently prepare, review, implement, rollback and test plans for change management records.
• Apply patch and security changes per policy while monitoring environment for compliance.
• Ensure Configuration Management Database entries are complete and accurate for all systems.

Experience Required: Minimum 5 years of experience in enterprise technical support environment with strong knowledge in installing, configuring, troubleshooting and administration of all flavors of Linux.

Education: Bachelor's degree in Engineering or equivalent qualification required

Key Skills

Education

Any Graduate