Company Overview

Jio is a leading force in India's telecom industry, boasting over 400 million customers. The company offers a wide array of digital apps, services, and enterprise solutions. With a comprehensive 5G solution, Jio leverages cloud-native platforms for seamless B2C and B2B operations. Based in Navi Mumbai, Maharashtra, with more than 10,001 employees, Jio operates at the forefront of the Media & Telecommunications sector. Visit our website for more details: http://jio.com/platforms.

Job Overview

We are seeking a mid-level Nutanix Support Engineer to join our team in Guwahati. This is a full-time position where you will play a vital role in ensuring the efficiency and effectiveness of our Nutanix AOS operations. You will leverage your expertise in networking protocols and troubleshooting to support and optimize our infrastructure, contributing to Jio's commitment to innovation and customer satisfaction.

Qualifications and Skills

Mandatory Skills/Knowledge

1.      Strong understanding of Nutanix products, including AHV (Acropolis Hypervisor), Prism, and Nutanix Enterprise Cloud.

2.      Familiarity with networking protocols (TCP/IP, DNS, HTTP, etc.).

3.      Experience with troubleshooting virtualization platforms (VMware, Hyper-V, or AHV).

4.      Excellent problem-solving skills and ability to perform root cause analysis

1. Customer Support: Provide second-line support for Nutanix customers by responding to incidents and resolving technical issues related to Nutanix hardware, software, and infrastructure.
2. Troubleshooting: Analyze complex customer issues involving Nutanix hardware, storage, virtualization, networking, and cloud solutions. Utilize available tools and resources for effective problem resolution.
3. Incident Management: Ensure that tickets and incidents are managed according to SLAs. Document technical solutions for troubleshooting and knowledge-sharing purposes.
4. Escalation: If necessary, escalate unresolved issues to the L3 team, providing all relevant information to speed up resolution.
5. Collaboration: Work closely with other teams (R&D, L3, and engineering) to reproduce issues and provide feedback on product improvements.
6. Customer Communication: Communicate with customers to understand their issues, update them on the status of their cases, and provide necessary resolutions or workarounds.
7. Training & Documentation: Help build knowledge base articles, internal documentation, and training materials for the support team.

Roles and Responsibilities

• The L2 Support Engineer for Nutanix is responsible for providing advanced technical support for customers experiencing technical issues related to Nutanix solutions. This position works closely with L1 (first-line support) and L3 (third-line support) teams to ensure customer satisfaction through troubleshooting, issue resolution, and escalations.