Technical Support Agent

About the role

We are looking for a Technical Support Agent to manage environmental upgrades and provide proactive support for storage systems. The role involves direct interaction with customers, handling tickets, processing RMAs, and ensuring high levels of satisfaction through clear communication and effective troubleshooting.

Key responsibilities

• Perform environment upgrades, including change control, scheduling and compliance.
• Maintain install‑base requirements and apply best‑practice maintenance for storage arrays.
• Manage and resolve support tickets, representing roughly 30% of daily workload.
• Process RMA requests promptly and accurately.
• Triage support cases by severity to prioritize response.
• Track customer issues using the ticket tracking system and keep customers informed.

Required profile

• At least 1 year of customer‑facing technical support experience.
• High school diploma; Associate’s degree or equivalent preferred.
• Strong written and verbal communication skills.
• Ability to follow documented troubleshooting procedures and escalate critical issues to a Support Manager.

Required skills

• Basic knowledge of storage technologies: SAN, Fibre Channel, Ethernet, iSCSI.
• Familiarity with operating systems: Solaris, Linux, Windows, VMware.
• Understanding of LAN/WAN concepts (Layers 1‑3).
• Experience using ticket tracking systems.