Daymark Navigate Information Technology


Storage Support Technician II and III

Managed Services | Lexington, MA


Responsibilities:

Reporting to the DPS Enterprise Manager, this individual will be responsible for supporting Daymark’s Managed Service customers focusing on Storage technologies. This role includes monitoring, administration and customer support of customers Storage, CIFS, NFS, Fibre Channel and Ethernet based Storage Area Network (SAN) infrastructure. This role is for someone who has a genuine passion in all areas of technology and a strong desire to learn. To be successful, you will need to provide quality administration and customer support of storage technologies implemented across a broad range of environments. This demanding role brings with it exposure to leading edge technologies and gaining invaluable experience with the industry shift to cloud and managed services over traditional on-premise solutions.

Education/Training:

  • Minimum of 5 years’ experience with Enterprise Storage Administration including Fibre Channel, NFS and CIFS protocols
  • Academic qualifications may include an AS or higher degree in Information Technology (IT) or related subject
Qualifications:
  • Recent experience administering all aspects of HP 3PAR and NetApp storage technologies. Related certifications and NetApp cDOT experience a plus.
  • Recent experience administering all aspects of Brocade Fibre Channel Storage Area Networks managing all aspects of configuration, provisioning and support.
  • Recent experience provisioning and administering NFS and CIFS provisioned storage
  • Working knowledge of HPUX, Red Hat Enterprise Linux (RHEL), VMware and Windows Server from a storage provisioning, multi-pathing and troubleshooting perspective.
  • Experience and confidence with systematic troubleshooting that includes issue identification and assessment along with resolution research, testing, and implementation
  • Experience documenting, managing, and escalating customer support cases until issue resolution 
  • Recent experience with any of the following technologies: HPUX, RedHat Enterprise Linux (RHEL), EMC NetWorker, Veritas NetBackup, EMC DataDomain, SolarWinds, VMware vSphere, APTARE, Windows Server and Group Policy and Active Directory
  • Experience and confidence with Microsoft Office
  • Ability to read, comprehend, and explain product documentation to customers.

Desired Qualifications:

  • Experience with CRM and Call Center systems from a support agent perspective, actively fielding level 1 and 2 customer support calls.
  • Experience working in a Network Operations Center (NOC) providing an understanding of related technologies to provide proactive monitoring and alerting of infrastructure.
  • Recent experience working in a IT call center support environment using multiple channels of customer communication is a plus
  • Experience or an interest in writing/updating IT policies and practices.
  • Experience in creating and maintaining knowledge base articles.
  • Experience working with an SSAE 16 SOC compliant organization.

Personal Skills:

  • Strong customer service skills that are evident through written and oral communication
  • An attention to detail and following detailed process flows and troubleshooting tree
  • Ability to approach projects methodically and plan workload and to work with a high level of accuracy whilst under pressure

 

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