Field Support Specialist
1 month ago
The role of the Field Support Specialist is to provide exceptional customer support by ensuring that assigned infrastructure at client sites is configured, installed, tested, and operational. This includes ensuring that any software part of the solution is installed and configured according to client requirements.
The ideal candidate will have a working knowledge of Microsoft server OS, certified in VMware VCP 6.5/6.7/7.0, and proficient in Linux OS command-line for troubleshooting. Additionally, they should have experience with Backup and Recovery technologies, Hardware Break Fix on HPE ML/DL/BL platforms, Cisco MDS Fabric switching, Brocade MDS Fabric switching, Dell PowerEdge/Data Domain/VNX/VNXe/Unity, and SAN Fabrics.
This position requires excellent communication skills, both verbal and written, and the ability to plan activities and projects well in advance while considering possible changing circumstances. The successful candidate must be able to maintain a positive outlook at work, work well in a pressurized environment, take ownership, and adapt to changing circumstances.
Key Responsibilities:
- Configure and install assigned infrastructure at client sites
- Ensure software is installed and configured according to client requirements
- Identify problems and errors as they occur and log incidents in a timely manner
- Liaise with stakeholders to expedite diagnosis and resolution of errors and problems
- Investigate first-line support calls and identify root causes following knowledge articles
- Respond to and diagnose alerts, escalating to L2 Field Engineer when unable to resolve within stipulated time
- Update incidents with progress and resolution details in a timely manner using required platform
- Efficiently and comprehensively resolve incidents and requests
- Apply tools, techniques, and processes to track, log, report on, and correct configuration items, components, and changes
- Investigate problems in systems, processes, and services and assist with implementation of agreed remedies and onsite technical support
- Provide first-line field engineering services to clients
- Report and escalate issues to 3rd-party vendors if necessary
- Follow handover procedures for shift changes to ensure service continuity
- Standby essential as per rotational schedule and may include after-hour work
- Provide first preventative measures
Requirements:
- Working knowledge of Microsoft server OS
- Certified in VMware VCP 6.5/6.7/7.0
- Proficient in Linux OS command-line for troubleshooting
- Experience with Backup and Recovery technologies
- Hardware Break Fix on HPE ML/DL/BL platforms
- Cisco MDS Fabric switching
- Brocade MDS Fabric switching
- Dell PowerEdge/Data Domain/VNX/VNXe/Unity
- SAN Fabrics
Salary Range: $80,000 - $110,000 per annum, depending on location and experience.
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