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Domino - Server Support Engineer - L2

Bengaluru, KA
Job Code:
  • IT
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Job Details

Provides technical support to customers and resellers via incoming customer contacts to HP Global Solutions Centers, focusing on solutions for various hardware faults, business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems, remotely.Works on complex problems / projects where analysis of situations or data requires an in depth evaluation of multiple factors. Applies extensive knowledge of the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways.Works on assignments that are complex in nature and require judgment, initiative, and technical/specialized knowledge to resolve problems and/or develop recommended solutions. Leads and /or provides expertise to functional project teams and may participate in cross-functional initiatives.Key ResponsibilitiesResolving technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification system for Industry Standard Servers and related productsAssisting end users to avoid or reduce problem occurrences Work in 24x7 environment, supporting customers worldwide(AME, EMEA, APJ)Adding case resolution to Knowledge Management System Engaging support as needed to ensure SLA demands are metResponding to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission critical). Proactively assisting internal or external businesses and end users to avoid or reduce problem occurrence.Providing direction and guidance to process improvements. Articulating recommendations and explain resolutions to clients. Key Experience Graduate or equivalent - BE/BCA/BSc/Diploma. 5+ years experience in service and support on Industry Standard Servers (HP, Dell, IBM) with Non-MS OS, storage and networking experience. Ability to isolate and solve complex technical/business problems with theability to interact with people (customer and internal HP) at all levels, across a geographic region. Demonstrate strong written and verbal communication skills. Possess a strong customer focus with the ability to control elevations; balancing the needs of the customer, the HP account team and the ISS division. Demonstrate business judgment, decision making skills, negotiating skills, time-resource management, in-depth product knowledge, complex problem solving, creativity, teamwork, knowledge of quality processes, political astuteness, knowledge of HP organization, flexibility, perseverance, ability to handle multiple activities simultaneously, sensitivity in dealing with diverse cultures and ability to learn quickly.Technical SkillsBroad technical knowledge on ISS solutionsTechnical knowledge on ISS and accessories Technical knowledge and experience on server management software tools (Essentials )The ability to clarify and analyze a technical problem and develop a solution Essential SkillsIndustry Standard Servers (Proliant , Blades and 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
Degree: MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science)

Experience: 5-10


Application Programming | Client Server | Desktop Support | Network Administration
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