The role requires strong analytical and problem-solving skills, excellent customer communication, and the ability to work independently in a fast-paced support environment.
Key Responsibilities
- Provide Level 2 technical support for enterprise servers, storage systems, and related hardware.
- Diagnose and troubleshoot hardware issues on Dell, HPE, Lenovo, IBM, Cisco, and similar enterprise platforms.
- Analyze hardware logs, event logs, SEL logs, iDRAC/iLO/XClarity logs, storage support bundles, and diagnostic reports to identify root causes.
- Perform firmware and BIOS upgrades on servers, storage systems, RAID controllers, and other infrastructure components.
- Support hardware replacement activities, including FRU identification and validation.
- Work with the senior technical support team for advanced troubleshooting and RMA coordination.
- Escalate complex technical issues to Level 3
- Ensure all support activities comply with SLA and customer service standards.
- Participate in on-call, shift, weekend, or holiday support rotations as required.
Work Location: In person
