§ Broad technical knowledge on ISS solutions, ISS and accessories
§ Technical knowledge and experience on server management software tools
§ Knowledge of remote deployment programs and monitoring processes and concepts.
§ Strong 2nd Line skills on Proliant servers, typically employed in many SAN implementations.
§ Technical knowledge of network switches
§ Windows Server Operating Systems and their integration with Fiber channel HBA, also Windows
§ Server Clustering in SAN and switched SCSI environments.
§ Connecting Blade Servers into SAN infrastructures.
§ Demonstrate strong written and verbal communication skills
§ Demonstrate business judgment, decision making skills, negotiating skills, time-resource management, complex problem solving, in-depth product knowledge, creativity, teamwork, knowledge of quality processes, political astuteness and sensitivity in dealing with diverse cultures and ability to learn quickly.
§ Experience in interacting/Supporting Level 1 Support teams and customers
§ Must be a team player and show ability and willingness to motivate and support other engineers
§ Must have a ‘Service and Support’ mind-set
Customer handling skills
§ Industry Standard Servers (Proliant, Blades & SL)
§ Broad technical knowledge on Windows, Linux.
§ Knowledge of attached and networked storage hardware and concepts
§ Demonstrate an in depth understanding of several products in more than one functional area involving usage, configuration, and interaction with other products.
§ Affinity with hardware related support processes
§ Ability to work in a 24x7 Environment
§ Demonstrates high level of technical & account management communication skills and expertise in communicating with customers & internal organization.
§ Adds Customer Expectation management as part of the Escalation process and be able to isolate obscure problems of unknown origin.
§ Manages the solution process with high management attention in a complex environment.
§ Takes responsibility for delivery processes such as end-to-end problem ownership solutions.
§ Leads high level cross organizational customer orientated projects