Storage Technical Support Specialist
About The Position
Lenovo is seeking a DE/DM Storage Technical Support Specialist for its Customer Engagement Center Support Team. The role provides advanced technical support for Lenovo ThinkSystem DM and DE Series, NetApp ONTAP, SAN, NAS, and other enterprise storage solutions. The specialist troubleshoots complex technical issues, manages customer escalations, isolates hardware and software failures, and drives cases through resolution while delivering a strong customer experience. The position supports business-critical customer environments and calls for expertise across enterprise storage, storage networking, operating systems, hardware, firmware, and host integrations. This role is part of Lenovo's 24x7 enterprise support organization. It is hybrid and based in Morrisville, North Carolina, with a 3:2 hybrid work schedule based on applicable site requirements. Rotating shifts, weekend and holiday coverage, and participation in an on-call rotation may be required; shift assignments depend on location and business coverage requirements.
Requirements
- At least 3 years of experience in enterprise storage technical support, infrastructure support, or a related technical role.
- English proficiency is required.
- Strong analytical, documentation, communication, and customer service skills.
- Ability to independently manage complex technical issues in a geographically distributed environment.
Nice To Haves
- Bilingual English and Spanish proficiency.
- Hands-on experience with Lenovo ThinkSystem DM and DE Series platforms or comparable enterprise storage technologies.
- Knowledge of NetApp ONTAP, DE Series architecture, and SANtricity System Manager administration and troubleshooting.
- Experience supporting block, file, object, and NVMe/NVMe-oF storage environments.
- Experience configuring and managing LUNs, volumes, storage pools, volume groups, RAID, Dynamic Disk Pools, and multipathing.
- Strong understanding of SAN, NAS, DAS, Fibre Channel, iSCSI, NFS, and CIFS/SMB protocols and environments.
- Experience supporting high-availability architectures, controller failover, takeover/giveback, replication, and redundant storage solutions.
- Knowledge of snapshots, SnapMirror, thin provisioning, deduplication, compression, tiering, and encryption.
- Experience analyzing and troubleshooting storage performance, including latency, throughput, IOPS, controller utilization, and disk performance.
- Experience integrating and supporting storage with VMware, Windows Server, Linux, and enterprise operating systems, including storage networking and connectivity troubleshooting.
- Relevant storage, cloud, VMware, Microsoft, Linux, or SNIA certifications.
Responsibilities
- Provide advanced technical support for Lenovo ThinkSystem DM and DE Series and NetApp ONTAP-based storage environments.
- Troubleshoot complex storage hardware, software, configuration, connectivity, and performance issues.
- Analyze system logs, diagnostics, configuration information, alerts, and performance data to identify root causes.
- Develop clear, technically accurate action plans for customers and internal support teams.
- Support installations and configurations involving DAS, SAN, NAS, block, file, object, and NVMe-based storage.
- Troubleshoot storage connectivity and protocol issues involving Fibre Channel, iSCSI, NFS, CIFS/SMB, SAS/SCSI, and NVMe.
- Configure, manage, and troubleshoot volumes, LUNs, storage pools, volume groups, disk groups, RAID, Dynamic Disk Pools, tiering, thin provisioning, deduplication, compression, snapshots, replication, SnapMirror, and storage encryption.
- Diagnose and tune storage environments to improve performance, availability, and reliability.
- Troubleshoot high-availability configurations, controller failover, redundancy, and multipathing.
- Isolate failures involving storage controllers, drives, shelves, adapters, HBAs, network connectivity, firmware, operating systems, and storage management software.
- Own customer cases through troubleshooting, escalation, resolution, validation, and closure, maintaining clear and timely customer communication.
- Support sophisticated enterprise customer environments and participate in on-call coverage for critical customer incidents when required.
- Escalate potential product defects, reliability concerns, recurring issues, and software defects to appropriate engineering teams.
- Document technical findings and provide engineering teams with relevant logs, diagnostics, troubleshooting results, and reproduction information.
- Collaborate with customers and Technical Support, Advanced Technical Support, Product Engineering, Development Engineering, Field Service, and Service Delivery teams.
- Develop and maintain technical documentation, troubleshooting procedures, knowledge articles, and support best practices.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
