Description

You will diagnose and resolve storage hardware and software failures within a global 24x7 support team.

You will own the troubleshooting lifecycle for storage systems, from initial incident detection through root cause analysis and resolution.

Responsibilities

• Diagnose hardware and software failures, installations, and configuration issues via chat, phone, and call-home models.
• Interpret error logs, dump files, and system traces to identify failing components and communicate resolution plans.
• Collaborate with development support and business units to resolve complex technical escalations.
• Create new knowledge base content based on problem discovery and recommend improvements to support tools and processes.
• Maintain a flexible schedule to support 24x7 operations and alternative time zone shifts.

Required Skills

• 5+ years of experience in customer support roles.
• Hands-on experience with installation, logical configuration, and troubleshooting of IBM, EMC, Hitachi, or NetApp storage products.
• Proficiency with Brocade or Cisco SAN switches.
• Experience with IBM, Quantum, HP, or Dell tape libraries.
• Ability to connect and configure AIX, Solaris, Linux, or Windows hosts to storage products.
• Experience in log collection, log analysis, and addressing storage performance issues.
• Working knowledge of Windows, Linux, AIX, SAN, and Networking.
• Strong command of English, both verbal and written.

Preferred Skills

• Advanced knowledge or certification in IBM hardware and software products.
• Experience with Servers, VMware, Citrix, or Cisco enterprise products.

Key Skills

Education

Bachelor's degree