Job Description

Nesco Resource is seeking an L3 Dell Hardware Engineer to serve as remote support for the field team and company. Expertise in Dell/EMC Isilon/PowerScale is necessary. 

This is a full-time, remote opportunity. You may sit anywhere in the U.S. for this role! 

The Subject Matter Expert troubleshoots complex technical problems relating to servers, storage, network, and software and is proficient in the use of a variety of troubleshooting tools, such as Support files and OneFS report outputs.   The SME is capable of assisting customers and Field Engineers install software releases, firmware updates, patching and upgrading operating systems and restoring file systems.  Requires a bachelor’s degree in a related field or equivalent certifications and 5 plus years of related experience.  Must be familiar with industry standard concepts, practices, and procedures. 

POSITION SUMMARY:

• Provide advanced technical advice and instruction to the engineering staff
• Actively work advanced tickets that cannot be adequately worked or resolved by L1 and L2 engineers
• Provide external and internal leadership on complex and/or problem tickets. 
• Work all assigned tickets when in overflow or short-staffed situations
• Continually increase breadth and depth of technical knowledge in one or more targeted service offerings (platforms)

JOB DUTIES:

• The primary functions of the Subject Matter Expert (Level 3) is to act as a lead customer issue resolution engineer and take ownership of all assigned work orders.
• Advanced HW troubleshooting knowledge of Dell/EMC Isilon/PowerScale systems (all Generations)
• Advanced HW troubleshooting knowledge of Dell/EMC Isilon/PowerScale systems.
• Advanced knowledge of OneFS
• Advanced FW knowledge of all Dell/EMC Isilon/PowerScale systems
• Advanced knowledge of all replacement procedures for the above listed systems
• A secondary function is to act as a mentor to other engineers as assigned and to develop internal certification criteria and curriculum. Level 3 Engineers will also perform the duties of Level 2 Engineers, Training Coordinator/provider, QA Engineer, and Escalations Manager as assigned.

Additional Duties:

• Sales Collaboration form the Level 3 engineer is required to assist Sales Group management in the development and formatting of materials and presentation focused to train Maintech Sales Group personnel on the intricacies and terms in the Dell/EMC Storage market space.
• Participate as needed (within reason and by Business Unit Manager or Sale Director Request) in strategic or complex client/prospect/partner sales campaigns where Dell product knowledge and experience are required.
• Conduct research and self-managed education to be a functional expert in one or more technical areas.
• Educate the customer on proper issue identification and resolution techniques when appropriate.
• Interpretation of customer files provided during service event.
• Determining root cause and recommending correct resolution.
• Validating actual problem and correct parts to be used for service.
• Coordinate the design and build of systems to simulate and resolve customer issues.
• Monitor job progress and team performance throughout operations.
• Arrange and facilitate team meetings to discuss company values and objectives on completed jobs.
• Report on project status as required.
• Implement solutions including full documentation and training as required
• Provide continuous updates to company standard operating procedures as needed.
• Motivate and encourage department of staff.
• Identify areas of improvement in the company and assist in creating and implementing solutions.

The Subject Matter Expert combines excellent customer facing skills combined with a high degree of technical proficiency to maintain the highest level of service excellence.  Additional emphasis is placed on their area of expertise.
Relies on experience and judgment to plan and accomplish goals.  Performs a vast variety of tasks.  A certain degree of creativity and latitude is required.  Takes a leadership position during team problem solving and mentors less senior members of the team.

LEADERSHIP & MANAGEMENT:

• Represent  in a positive and professional manner.
• Work with all personnel and outside contacts to satisfy clients and achieve company goals.
• Ensure that relevant employees and suppliers are informed of events as and when required.
• Assist in training other engineers within the team.
• Mentor Jr. Engineers in their understanding of policies, procedures, practices, and culture.
• Participates in various on-call rotations to provide 24/7 engineering support.

PERFORMANCE MEASUREMENT:

• Manage customer facing escalations and events in a proactive manner.
• Transition open events in a smooth and well documented manner

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Nesco Resource and affiliates (Lehigh G.I.T Inc, and Callos Resource, LLC) is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status, or any other legally protected characteristics with respect to employment opportunities.

Job Tags

Full time, Remote job,

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