Storage L1

Storage L1 Tech Engineer

Must Have

• Storage & SAN fundamentals

• Fiber channel and ISCSI technology

• HP Storage Product – Online & Nearline

• At least one Operating system Experience Required:

• 2-4 Years hands on experience in Service & Support on Backup/Nearline products, mainly HP enterprise level libraries, Physical Tape Libraries, Virtual libraries, Disk to Disk Backup systems, OS, Backup Software, MSL, ESL, ESL-E, VLS, D2D Gen2, B6200 etc.

• Working through complex problems which may involve Switch, SAN or Library components and require a holistic troubleshooting approach.

• 1-2 years of Field support experience preferred.

• Experience with SAN and Switched SCSI environments, Should have exposure to basic Storage concepts like RAID, SAN, NAS.

• Experience in supporting at least 2 OS in a clustered SAN centric environment.

• Experience on using HPs L&TT Tools for diagnosing, Firmware upgrades, Testing of Tape Libraries, and Library management tools like CV-TL, CV-VLS

• Experience in supporting tape drive technologies including DLT, SDLT, LTO1 to LTO5

• General knowledge of SAN Infrastructure, Blade environment, Virtual Connect, ProLiant Servers, SAN concepts, connectivity of Nearline products & solutions in SAN, Ethernet & Direct attached environment, SAN associated products including Secure Path, Business Copy, Persistent Storage Manager, Virtual Replicator.

• General knowledge of networking concepts and iSCSI protocol.

• Knowledge & understanding of Storage arrays - EVA, MSA, NAS, XP Storage. Responsibilities

• Provide Remote Storage Hardware & Software support to MC Customers, Field CE's, Escalation Engineers, Reseller/VAR as well as L1 Engineers, Diagnose and solve the Incidents/Issues via phone and email.

• Candidate should perform the Problem resolution, Interface with Onsite Engineers, Account Support Managers, Escalation and Elevation management

• Understanding criticality of issue and business impact by demonstrating mission critical mindset & work to identify the cause of the issue in the shortest/quickest path.

• Provide immediate technical response and expertise in restoration of customer High availability environments.

• Applying systematic problem solving techniques, high quality call documentation, and superior can-do attitude.

• Develop and document clear action plans to resolve issues even where information may be limited.

• Be fully aware of the business impact of ongoing issues and thus keep customers/account team updated of all action plans and developments during the resolution process.

• Delivers timely solutions to customer issues and meets the defined SLAs for response and resolution time and other Performance metrics are met /exceeded.

• Collaboration with other cross functional groups – i.e. L2, L3 , Labs , Call Management, Resource control to ensure timely resolution of issues

• Participate / prepare Post Incident Reviews with ASM/Account Team as required.

• Aptitude towards problem solving and Trouble shooting skills on Tape Libraries, Library Management software, SAN connectivity, backup software etc., including log analysis Education and Experience

• B.E/B.Tech or Master's Degree in Technical Discipline

• Experience of 1-3 years • Possession of professional certification mandatory: A+, Server+

• Possession of professional certification within a technical field e.g: MCSE, CCNA etc. will be preferred

• Provided or led in technical support of an IT environment preferably with experience in supporting servers/networking.