EMC Storage Cloud Support Engineer (Dell EMC + L1 Support + Automation Scripting) - IT

Flex is the diversified manufacturing partner of choice that helps market-leading brands design, build and deliver innovative products that improve the world. We believe in the power of diversity and inclusion and cultivate a workplace culture of belonging that views uniqueness as a competitive edge and builds a community that enables our people to push the limits of innovation to make great products that create value and improve people's lives. A career at Flex offers the opportunity to make a difference and invest in your growth in a respectful, inclusive, and collaborative environment. If you are excited about a role but don't meet every bullet point, we encourage you to apply and join us to create the extraordinary.

To support our extraordinary teams who build great products and contribute to our growth, we’re looking to add a Senior Engineer - IT located in Chennai location.

Reporting to the Manager, and the role involves:

What a typical day looks like:

• Oversee the day-to-day operations of the Technical Support Team
• Act as a senior resource who will drive customer satisfaction through customer support
• Act as a mentor and provide oversight, coaching, and training to technical support staff
• Be the point of contact when it comes to technical escalations
• Record and track team SLAs and workflowss
• Manage and report on all incoming technical support inquiries
• On-board all new technical support team members
• Assist in the creation of the team KPIs as well as monitor and report on results
• Be actively involved with the operational delivery and UAT if required for new product and feature releases
• Monitor team performance and report on metrics
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Work to create any relevant support material for the team
• Implement any necessary preventive measures to reduce customer faults and issues
• Review all technical support related processes and documentation for continuous improvement
• Proven people management and leadership skills
• Monitoring and support the infra as well the remote devices in the network.
• Following Helpdesk tickets with ITIL Process & attend incidents, requests logged by users on day-to- day basis as per SLA, being the first point of escalation. Hands-on experience in Service Now ticketing tool
• Install & Maintain an Active Directory Service and Manage user and group accounts in Windows 2019.
• Responsible for updating and maintaining the users, groups and organization units.
• Image laptop/desktops with MDT and troubleshooting problems related to booting, Hardware and OS performance.
• L1 Network troubleshooting.
• Encryption for data security. Handling the issues system image failure with the help of encryption.
• Providing extended support to end users and resolved the issues immediately.
• Participating in 24/7 support including weekend system prep and on-call rotations as per the business needs.
• Basic knowledge in Powershell / any scripting language
• Hands-on experience in handling cloud AV devices (Preferably Zoom Room).
• Mandatory Skills:
• Level knowledge Cloud and storage solution (EMC Dell)
• Server Concepts like DHCP, DNS, WSUS and etc..
• Team Leader for IT support
• Service now reports handling
• Automation and scripting
• Excel Macros
• Level 1 Network support
• Audio Video solution knowledge basic.
  

The experience we’re looking to add to our team:

• Bachelor degree in Computer Engineering., Comp. Science., or IT. ( or equivalent experience)
• Overall 6-9 years of experience in IT and 5+Yrs of exp in EMC Dell Storage.
• Candidate should be responsible for maintenance of all IT and Network related hardware/software.
• Excellent communicator, both oral and written
• Proven people management and leadership skills
• Strong problem solving and communication skills
• Strong analytical skills to investigate and resolve customer support tickets
• Able to multi-task efficiently under time pressure
• Shift timings (7am-4pm, 11am-8pm, 2pm-11pm).
  
  

What you’ll receive for the great work you provide:

• Health Insurance
• Paid Time Off
  
  

NK99

• Site
  
  

Flex is an Equal Opportunity Employer and employment selection decisions are based on merit, qualifications, and abilities. We celebrate diversity and do not discriminate based on: age, race, religion, color, sex, national origin, marital status, sexual orientation, gender identity, veteran status, disability, pregnancy status, or any other status protected by law. We're happy to provide reasonable accommodations to those with a disability for assistance in the application process. Please email accessibility@flex.com and we'll discuss your specific situation and next steps (NOTE: this email does not accept or consider resumes or applications. This is only for disability assistance. To be considered for a position at Flex, you must complete the application process first).