Technical Support Engineer
CurrentMy current role is a SAN Support Engineer in the EMEA Support Team of Brocade/Broadcom’s Global Technical Organisation. Here, I provide remote technical support to Brocade's OEM Partners (HDS, EMC, IBM, HP, Dell and NetApp) and to all of Brocade's direct customers.As a support engineer in a SAN discipline, I work with a wide variety of topics ranging from device connectivity, hardware/software compatibility, fabric/SAN performance and SAN monitoring and management. A few of my chosen technologies currently include the Brocade Encryption Switch (BES) and the management GUI, Brocade Network Advisor (BNA). My additional responsibilities include the creating and reviewing of Knowledge Base articles to assist my colleagues as well as Brocade's customers with a view of getting to the right information as soon as possible.From a customer perspective I have a responsibly to keeping all clients updated with current statuses and next actions. This ensures that all expectations are always set appropriately and this includes when other parts of the support organisation (sustaining and development teams, for example) are engaged. From a global case management perspective, it is vital that when the case needs to be received or handed from/to the next available timezone team to make sure that a seamless handover as possible is achieved. The role demands a high level of professionalism at all times.My role also includes liaising with other parts of the support organisation. For example engaging in the assistance of our Account Management team if there are any critical support issues (proactive and/or reactive) and if there is the opportunity to provide a sales lead.
