Roles & Responsibilities:
Be the subject matter expert in storage area, proactively understand the customer environment and propose best use of the product
Answer and resolve support cases across all severity levels
Own all customer facing communications, ensuring the message is concise and professional
Manage customer issues in a timely manner and escalate to appropriate team as necessary
Shares, and documents knowledge via FAQ / KB articles, which can be internal or customer facing
Develop HDL and LLD for storage architecture
Leads large multi participant customer calls, including hot escalations
Participate / Lead one or two team projects to contribute to the process enhancement
Develops junior support engineers through training, and coaching
Manage the complex and critical cases with escalation team
Contribute new ideas and theories to assist colleagues in brainstorming sessions for support issues, developing and attending training for self-improvement to assist and share knowledge with team
Perform new installations, system upgrades and migrations.
Requirements:
Diploma/Degree in Computer Science or equivalent
Minimum 10 years of experience in customer-facing, technical support work
Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources
Proven technical troubleshooting skills in a complex multi-platform-system-vendor environment
Ability to triage issues, and escalate them to appropriate escalation groups as necessary
Knowledge, and ability to troubleshoot Networking, Replication, Performance and Space issues
Demonstration of subject matter expertise in one or more of tech knowledge
Advanced knowledge and experience in storage systems and platforms implementation and support
Advanced knowledge of operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and storage area networks
Storage design knowledge is a plus
Millennium Technology Services (MTS), headquartered in Singapore, is a global provider of world-class business solutions and IT services. With a strong focus on serving multinational corporations, MTS caters to over 90 Fortune 500 clients across the globe. Our commitment extends to 15 countries, where we operate through 24 business entities. While our primary emphasis lies in Asia and the ASEAN region, we collaborate with partners in Europe, the Middle East, and the United States.
At MTS, we offer a comprehensive suite of services designed to empower enterprises. Our key service offerings include:
1. Infrastructure as a Service (IaaS): We provide robust and scalable infrastructure solutions, enabling organizations to optimize their technology resources.
2. Security as a Service (SECaaS): MTS ensures the safety and integrity of critical data through cutting-edge security services.
3. Storage as a Service (STaaS): Our storage solutions enhance data management and accessibility.
4. Unified Communications as a Service (UCaaS): We facilitate seamless communication and collaboration across geographies.
5. Contact Center as a Service (CCaaS): MTS delivers efficient and customer-centric contact center solutions.
Our expertise spans various industries, with a strong foothold in Banking, Financial Services, and Insurance (BFSI), Automotive, and Healthcare sectors. As a socially responsible employer, MTS boasts a team of over 500 highly talented professionals, guided by a world-class multinational executive leadership team. Visit our website at MTS Cloud to explore how we drive innovation and value for enterprises worldwide12.
