Overview & Responsibilities
A Block Storage Engineer is a key element within the support infrastructure and is expected to provide a high level of technical support to Rackspace-customers.
As a Block Storage Engineer, you will be the owner and or subject matter expert responsible for complex customer issues until resolution. The Block Storage Engineer applies best practices and problem-solving techniques to identify the source of problems; while simultaneously keeping the customer informed. A Block Storage Engineer maintains, diagnoses, and administers a customer’s environment on various platforms. A Block Storage Engineer is expected to use initiative and advise the customer on potential issues they may experience, to better serve the stability and security of the customer’s environment.
A Block Storage Engineer creates and maintains customer loyalty by serving customers above and beyond their expectations, and will exercise ethical judgment in decision making in order to routinely deliver FANATICAL customer support.
Level-appropriate knowledge of and/or professional experience with:
Basic knowledge and understanding of troubleshooting, testing, and performance tuning in Storage platforms
Strong technical knowledge in technology troubleshooting methodologies, design, and implementation
Basic knowledge of Storage best practices for current HyperV, VMware, Windows and Linux operating systems, Files systems, SQL, MySQL, Oracle, and Exchange
Strong working knowledge of Storage concepts and technologies
Hands on experience with CLARiiON (CX4, VNX5100 – 7600 block/unified), Unity, VMAX 20k/40k/200k/400k storage Arrays and/or Brocade Fiber Channel Switches required
Ability to provide FANATICAL support
Strong attention to detail, and time management skills
Strong written, verbal and interpersonal skills along with the ability to respond effectively under pressure
Creative and collaborative team player
Has strong problem solving & analytical skills along with the ability to resolve problems in a timely manner
Strong multi-tasking, ownership and follow-up skills
Minimum 4 years of information systems experience or system administration (which includes Block Storage and Fiber Channel switch experience) experience indicating a good understanding of Storage technology
Minimum 3 years experience in a customer service oriented position
EMC or Brocade certifications preferred