Storage Support Engineer- Level 2
Lenovo
- Chatswood, NSW
- Permanent
- Full-time
- Australia
- Resolve escalation comes from Level1 agents, handle P1 or any hot case directly.
- Resolve complex, collaborative calls working with Level 3 teams and HW development teams, as well as hardware/storage problem determination and hardware services delivery providers.
- Ensure customer incident resolution at industry leading incident closure rates.
- Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution.
- Accurately diagnose problem severity levels and prioritize call loads appropriately.
- Experience, Language and Certification requirements.
- Three to Five years of contact center experience in similar Intel based hardware environments.
- Prior experience as a Level 2 support engineer.
- Three years of storage trouble shooting experience on NetApp product, or any other storage vendor products.
- Troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between componentry and the data flow.
- Expert technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems.
- Deep technical expertise in industry standard systems management tools.
- Storage: NetApp NCSE, NCDA or any other storage certificate strongly preferred.
- VMware: Vmware VSAN, VCP6-DCV, VCIX6-DCV preferred.
- Microsoft: Certificate relates to Azure, MCSA and MCSE certifications. preferred (server operating systems, infrastructure, and cloud)
- Australia
- Australia