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Responsibility:
· Providing SLA-based world-wide third level support for HP’s C-Track/ISEE based XP Array Remote Monitoring Solution (with primary dedication to serving the NA and LAC regions, including via U.S.-based 24x7 pager access) – this involves leveraging from relationships and methodologies established with a number of partners and lead users, such as from STC, GBIT, and the ISEE team – in order to ensure quality and timely resolutions of support cases initiated by customers and the field service organization
· Day to day call logging, tracking and escalation using HP’s centralized Web based ticketing system
· Assist NA STC (Mission Critical Storage Technology Center) and EMEA STC to resolve C-Track issues using remote dial-in and support technology
· Assist GBIT (HPS-IT) to resolve any issues within the GBIT environment
· Assist the ISEE team in resolving certain C-Track/ISEE related problems
· Regression testing and validation of enhancements, fixes, and installation packages for various C-Track releases – with clear written and verbal communication of issues identified to the development team for resolution
· Regression testing and validation/certification of various XP array firmware releases against C-Track
· Participating in various test cycles as an HP Instant Support Enterprise Edition (ISEE) partner, e.g. XP CEUI regression testing
· Providing general network and system support to the team members
· Performing backup and system disaster recovery on project servers
CS Knowledge and Skillset (Directly Relevant/Vital):
· Depthful knowledge of the XP Array Remote Montoring Solution, based on C-Track/ISEE
· Depthful knowledge of the XP array family – software and hardware
· Depthful knowledge of C-Track regression testing and release package verification methodologies
· Depthful knowledge of XP firmware installation, and firmware / C-Track certification methodology
· Depthful knowledge of XP CEUI regression testing methodology
· Depthful knowledge of the roles, responsibilities, and points of contact in customer and partner organizations (e.g. STCs, GBIT, ISEE, XP Lab)
· Depthful knowledge of local area networking
· Depthful knowledge of modem networks
· Depthful knowledge of dialup telephony
· Depthful knowledge of Cisco routers
Requirements:
Senior Software engineer and CPE. Storage and SAN skills, GUI and database design skills, MS platform experience. XP array experience required.
SOFTWARE: Windows XP, Windows 2000, Windows NT 4.0, Windows 98, Windows 95, Web Administration (IIS SERVER 4.0 & 5.0) SCO-UNIX v3.2, 5.0.5, HPUX 11.0, 11.11, Linux 7.1, 7.2,8.0,TCP/IP, SNMP, PPP, UUCP, SMTP, POP3, Sendmail.
HARDWARE: HP XP array family, IBM servers, Compaq servers, HP Netservers, Hubs, Synoptic Switches and Private Data Circuits, Leased Line and Dial up modems, Thin Ethernet, Thick Ethernet, 3COM Switches, HP, Compaq, IBM Notebooks. |
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发表于 2004-05-11 14:03
