EMC Storage Cloud Support Engineer (Dell EMC + L1 Support + Automation Scripting) - IT

To support our extraordinary teams who build great products and contribute to our growth were looking to add a Senior Engineer IT located in Chennai location.

Reporting to the Manager and the role involves:

What a typical day looks like:

• Oversee the daytoday 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

• Onboard 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 dayto day basis as per SLA being the first point of escalation. Handson 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 oncall rotations as per the business needs.

• Basic knowledge in Powershell / any scripting language

• Handson 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 were looking to add to our team:

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

• Overall 69 years of experience in IT and 5Yrs 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 multitask efficiently under time pressure

• Shift timings (7am4pm 11am8pm 2pm11pm).

What youll receive for the great work you provide:

• Health Insurance

• Paid Time Off

NK99

Flex does not accept unsolicited resumes from headhunters recruitment agencies or fee based recruitment services. Flex is an Equal Opportunity Employer and employment selection decisions are based on merit qualifications and abilities. Flex does not discriminate in employment opportunities or practices based on: age race religion color sex national origin marital status sexual orientation gender identity veteran status disability pregnancy status or any other status protected by law. Flex provides reasonable accommodation so that qualified applicants with a disability may participate in the selection process. Please advise us of any accommodations you request to express interest in a position by emailing: . 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 email 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.