The candidate applying for Customer Support Engineer will be deployed as Field Support Engineers to maintain and monitor Hitachi Vantara s customer environments which host business critical applications, databases, servers, OS, Storage arrays, SAN & other network devices, Backup servers and associated IT Infrastructure components
They will be responsible for the day-to-day support, maintenance, monitoring and reporting health, availability, performance and other KPIs for the various IT Infrastructure components for the assigned customer account(s) by following the established guidelines
Check for alerts, create incidents for alerts, log & pass incidents assigned to ticketing queues for further troubleshooting and mitigation actions by support teams
Open and manage 3rd-party support tickets with guidance from Level-3 support teams
Coordinate work with 3rd party vendors and Hitachi Vantara support teams with guidance from Level-3 support teams
Monitor incidents, service request ticket queues and escalate tickets to Level-2 & Level-3 support teams
Provide daily, weekly and monthly reports to various support teams, stakeholders and requestors as needed
Follow the established policies, procedures and practices defined by Hitachi Vantara Identify and provide suggestions on continuous improvement initiatives within the assigned
