Flex EMC Storage Cloud Support Engineer Dell 

India, Tamil Nadu, Chennai 

347192095

Reporting to the, and the role involves:

What a typical day looks like:

• Oversee the day-to-day operations of the Technical Support Team

• Act as a senior resource who will drive customer satisfaction through customer support

• Act as a mentor and provide oversight, coaching, and training to technical support staff

• Be the point of contact when it comes to technical escalations

• Record and track team SLAs and workflowss

• Manage and report on all incoming technical support inquiries

• On-board all new technical support team members

• Assist in the creation of the team KPIs as well as monitor and report on results

• Be actively involved with the operational delivery and UAT if required for new product and feature releases

• Monitor team performance and report on metrics

• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner

• Work to create any relevant support material for the team

• Implement any necessary preventive measures to reduce customer faults and issues

• Review all technical support related processes and documentation for continuous improvement

• Proven people management and leadership skills

• Monitoring and support the infra as well the remote devices in the network.

• Following Helpdesk tickets with ITIL Process & attend incidents, requests logged by users on day-to- day basis as per SLA, being the first point of escalation. Hands-on experience in Service Now ticketing tool

• Install & Maintain an Active Directory Service and Manage user and group accounts in Windows 2019.

• Responsible for updating and maintaining the users, groups and organization units.

• Image laptop/desktops with MDT and troubleshooting problems related to booting, Hardware and OS performance.

• L1 Network troubleshooting.

• Encryption for data security. Handling the issues system image failure with the help of encryption.

• Providing extended support to end users and resolved the issues immediately.

• Participating in 24/7 support including weekend system prep and on-call rotations as per the business needs.

• Basic knowledge in Powershell / any scripting language

• Hands-on experience in handling cloud AV devices (Preferably Zoom Room).

• Mandatory Skills:

  • Level knowledge Cloud and storage solution (EMC Dell)

  • Server Concepts like DHCP, DNS, WSUS and etc..

  • Team Leader for IT support

  • Service now reports handling

  • Automation and scripting

  • Excel Macros

  • Level 1 Network support

  • Audio Video solution knowledge basic.

The experience we’re looking to add to our team:

• Bachelor degree in Computer Engineering., Comp. Science., or IT. ( or equivalent experience)

• Overall 6-9 years of experience in IT and 5+Yrs of exp in EMC Dell Storage.

• Candidate should be responsible for maintenance of all IT and Network related hardware/software.

• Excellent communicator, both oral and written

• Proven people management and leadership skills

• Strong problem solving and communication skills

• Strong analytical skills to investigate and resolve customer support tickets

• Able to multi-task efficiently under time pressure

• Shift timings (7am-4pm, 11am-8pm, 2pm-11pm).

What you’ll receive for the great work you provide:

• Health Insurance

• Paid Time Off

. Please state your request for assistance in your message. Only reasonable accommodation requests related to applying for a specific position within Flex will be reviewed at the e-mail address. Flex will contact you if it is determined that your background is a match to the required skills required for this position. Thank you for considering a career with Flex.