On-site presence for hardware inspection, cabling, server rack handling, and console access.
Execution of diagnostics, root cause analysis, and basic remediation (e.g., node restarts, firmware updates).
Assistance with upgrades, patches, and configurations according to Nutanix best practices.
Reporting transfer to the customer’s IT team.
The Nutanix Engineer shall perform the following tasks:
Receive and acknowledge the dispatch request within 1 hour.
Arrive on-site within 4 hours for P1 incidents or by the next business day for P2–P4 incidents, depending on priority.
Perform troubleshooting activities, including log analysis, Nutanix Cluster Check (NCC), and performance monitoring.
Conduct hands-on actions such as hardware replacement (under supervision), BIOS/firmware updates, and network verification.
Document all activities in the ticketing system, including screenshots, logs, and recommendations.
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