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|Software Support Engineer - Storage (8-12 Yrs)|
| 26th Jun 2012
|No of Views : 201
Comments : 0
|Job ID : 1139|
|Experience :- 8 - 12|
Location :- Bangalore
Company :- NaukriPremium.com
3PAR Software Support Engineer Job Description & Job mapping:
Job Location: 3PAR Global Service & Support, Bangalore
Job Category: Customer Support, Technology Services
Job Title: Software Support Engineer
Job Grade: Technical Solutions Cons III/IV (Specialist/Expert)
Job Summary: This position will report to the Manager, 3PAR Software Support Center (3SC) and will be responsible for providing remote support on the HP 3PAR host based software. This will include planning assistance, remote support, product usage orientation, and basic operational advice/best practice recommendations. Post installation support of the HP 3PAR host based software up to the point where formal consulting services are involved will also be included in this role. This role will require working varying shifts in a 7x24 support center rotation as determined by the 3SC Manager.
An Individual will be responsible for:
Planning assistance and remote support for installation of all HP 3PAR host based Software.
Remote Support for the software installation and implementation.
o Problem determination, troubleshooting and resolvingissues related to product installation and functionality, either from customers or HP employees.
Basic operational assistance and basic best practice recommendations
Addressing queries associated with product installation and usage from TS, Sales, or customers.
Coordinating and resolving customer software configurations and licensing issues with Sales and PM
Professional communications with customers and all internal departments
Interaction with the 3DC, SPS ,3CC,TSE, and EE functions to fix the identified problems during software deployment
Engaging HP TS Consulting when formal consulting assistance is required
Coordinating effort for unresolved issues that require escalation with Escalation Engineers and Engineering team.
Coordinating and gathering necessary details from the Customer and internal functions on escalated issues to next level of support.
Opening and owning defect tracking bugs until they are resolved.
Engaging management in a timely manner for critical issues and escalations
Maintaining excellent and timely communications with customer and internal support teams.
o Identifying process gaps and enhancement opportunities.
Staying current on technical specifications and hardware requirements of HP 3PAR software products.
Meeting Customer Satisfaction goals.
Meticulously follow all documented software processes and procedures.
Performing other duties as assigned.
Education and Experience Required:
o Technical Bachelor's degree/ Diploma in technical
o Over all 8-12 years of IT experience
o Minimum 5 years in Storage or Server Products
o Experience in any of the storage or server remote management software products
o Experience in Global support functions
o Experience in software consulting is an added advantage
Knowledge and Skills Required:
o The ideal candidate must be fluent in English and possess excellent spoken and written communications skills.
o Must have a strong commitment to exceptional customer service; and a high level of dedication, enthusiasm, motivation.
o Applies broad understanding of technical innovations & trends to solving customer business problems.
o Establishes thought leadership in technical specialty area with customers
o Demonstrated ability to work as the lead for large complex projects
o Has demonstrated extensive hands-on level skills with related technologies
o Has the ability to appropriately tailor communications to varying levels of customer management
o Extensive level of industry acumen; keeps current with trends and able to converse with client on issues and challenges
o Demonstrates strong communications skills with executive managers
Looking forward for a response from your side.
Sr. Executive-Client Relations
NaukriPremium.com| Naukri.com | firstname.lastname@example.org
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