Technical Support Engineer - ILM

Job Title: Technical Support Engineer - ILM

Location: [Mumbai]

Job Type: Full time

Department: IT Infrastructure/Technical Support

Reports to: Technical Manager - ILM

• As a Technical Support Engineer, focusing on Information Lifecycle Management (ILM) and related infra. We will be responsible for configuring services on various products (Servers, Storage, Backup & SAN switch) and implementing products at the customer premises.
• In this role, you will provide technical support for our storage, backup, virtualization, and server administration We will work closely with customers and projects the ensure successful deployment, maintenance, and troubleshooting of Products like NetApp storage, VMware, Veeam, other operating system features, and servers.
• We are involved in troubleshooting at basic, intermediate, and complex levels based on the incident (NetApp, Veeam, VMware, server, operating system) to resolve any issues without any challenges.
• Maintaining and monitoring the local administration (server, storage, backups, virtualization) in office infrastructure.
• Knowledge sharing with the team to improve the skill set across the team.
• Working with OEM and support-related issues to resolve the issue.

Key Responsibilities:

• Site Visits: We travel to the customer's location based on the project and their specific requirements for initial implementation and configuration. Additionally, for a few customers, we provide support during U.S. time zones, depending on the project's needs.
• POC (proof of concept): Based on the project requirement we are giving the POC to the end customer about the product, technologies, and features.
• Technical Support: Provide technical support and troubleshooting for ILM products across NetApp storage systems, Veeam Backup & Replication, VMware virtualization platforms, OS level and servers, and others.
• System Maintenance: Make sure the availability, of NetApp storage, VMware infrastructure, and Veeam backup environments by performing regular maintenance and monitoring (local infra and when there is customer need)
• Issue Resolution: Troubleshoot and resolve complex technical issues related to storage, backup, and virtualization.
• Learning: Learning and focusing on the new technologies (HCI, cloud storage) and increasing the technical skills in troubleshooting the products in depth
• Documentation: Prepare and maintain technical documentation and knowledge base articles for troubleshooting and steps of implementation steps for our future reference. Creating and maintaining the project and implementation report for project sign-off.