Senior Technical Support Engineer

Job Title: Senior Technical Support Engineer

Job Purpose: Service Delivery

Qualification: Bachelor of Computer Applications

Certification:

• HPE Master ASE - Edge-to-Cloud Architect V1
• HPE Master ASE- Storage
• HPE ATP - Hybrid IT Solutions V2
• HPE Primera and HPE Alletra 9000 SSQ
• HPE Synergy SSQ
• HPE Apollo Air Cooled SSQ
• HPE Modular Storage Arrays SSQ
• Veeam Certified Engineer 2023
• Commvault Solution Architect
• Azure Administrator. ‍

Experience: 13 Years

Responsibilities:

Project Implementations:

Project Planning:

• Requirements Gathering: Collaborate with clients, project managers, and other stakeholders to understand the specific technical requirements and objectives of each project. This includes assessing current infrastructure, defining technical goals, and determining the implementation methodology.
• Solution Design: Work closely with solution architects/ Pre-Sales team to design and document the technical architecture of the solution, ensuring it aligns with client requirements and best practices. This will involve creating high-level and detailed design documents.

Deployment and Configuration:

• HPE Enterprise Servers, Storage & Converged Infrastructure Platforms
• Set up HPE Servers, Storage & HCI Infra environments
• Preparing HLD, LLD and implement them.
• HPE Synergy and Apollo Servers, HPE Alletra/Primera Storage Implementation:
• Deploying HPE Synergy Platform Integrations as per HPE best practices
• Supporting the implemented environments.
• HPE Enterprise Storage Implementation & Support.
• DELL Servers/Storage Implementation & Support
• Install and configure & Support DELL Powe Edge Servers, Powervault, Isilon Storage environments.
• Support the implemented environments as per DELL best practices.
• Virtualization Platforms/Backup/EDR/XDR Deployment:
• Implement and Support VMware, Hyper-V Virtualization platforms.
• Implement and support Backup Environments (Veeam, Veritas solution areas)
• Implementation and Support for TRENDMICRO Vision One, DDAN, DDEI & Deep Security environments.

System Integration:

• Integration Testing:
• Perform testing activities for the implemented platform as per the OEM best practices.
• Physical/Data Migration:
• Migration activities – Datacenter migrations, Storage Migrations & Backup data migration, restore activities as per business requirements.
• Ongoing Support and Optimization:
• Provide post-deployment support, troubleshooting, and optimization
• Conduct regular health check reviews and assessments to identify areas for improvement and enhancement.

Testing and Validation:

• Functional Testing: Perform comprehensive testing to ensure that all components of the solution function as intended. This includes unit tests, system tests, and end-to-end validation.
• User Acceptance Testing (UAT): Facilitate UAT sessions with the client, ensuring that the solution meets their expectations and that any issues are addressed promptly.

Documentation and Training:

• Technical Documentation: Develop and submit detailed documentation for all implemented solutions, including architecture diagrams, configuration guides, and troubleshooting manuals.
• End-User Training: Provide training sessions and materials for client teams to ensure they can effectively operate and maintain the new systems. This may include creating user manuals, conducting workshops, and offering post-deployment support.

Technical Support Services:

Incident Management:

• Issue Identification: Provide support for the issues reported by Customers. Quickly identify and resolve the issue based on its impact and severity on business operations.
• Troubleshooting: Perform in-depth analysis to diagnose the root cause of technical problems. This involves reviewing system logs, running diagnostic tests, and using various monitoring tools to pinpoint issues.
• Resolution: Implement appropriate solutions to resolve technical issues promptly. This will involve applying patches, reconfiguring systems, restoring backups, or escalating to specialized teams if necessary.
• Documentation: Record all incidents, actions taken, and resolutions in the ticketing system. Ensure that incident records are detailed and up-to-date for future reference.

Problem Management:

• Root Cause Analysis (RCA): Conduct thorough root cause analyses for recurring issues or major incidents. Identify underlying problems that may not be immediately apparent during initial troubleshooting.
• Permanent Solutions: Develop and implement permanent fixes to prevent the recurrence of issues. This could involve system redesign, code fixes, or process improvements.

Service Requests:

• Request Fulfillment: Handle and fulfill service requests from customers. These requests may include system configurations, software installations, user management, or resource allocation.

Mandatory:

• HPE Synergy, Primera, Alletra Solutions
• DELL PowerEdge, Powervault, Isilon Storage
• Trend Micro VisionOne, DDAN, DDEI & Deep Security.
• VMware, Hyper-V Virtualization Platforms
• Veeam Backup & Replication, Recovery Solutions.
• Windows AD/Exchange/M365 Platforms.
• Effective Communicator
• Conflict Resolver
• Adaptability
• Influence and Persuasion
• Strategic Thinking
• Presentation Skills.