Product Support Technician, Tier 1 Support
The Home Depot
CitrixCloudDNSSMTP
Data Center Engineer, Remote Technical Support
Computacenter
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $75,000 per year
Job Level
Mid-LevelSenior
Tech Stack
ServiceNowVMware
About the role
- Partners with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.
- Independent engagement with both technical and non-technical customers through multiple communication channels including chat, email, phone, and ServiceNow.
- Perform remote issue troubleshooting, patching/upgrades, and remediation measures using chat, phone, video call sessions and remote access methods.
- Develop and grow comprehensive knowledge of enterprise datacenter infrastructure elements such as Data Storage, Compute, Virtualization, Backup/Data Protection and basic Networking.
- Configuration, testing and maintenance of servers, storage, virtualization and networking related hardware and software.
- Prioritize and perform research on technical problems with minimal guidance.
- Work with other IT support personnel (customer and internal team) and service providers to solve technical problems.
- Identify research, analyze and resolve system malfunctions and operational problems.
- Follow change control processes and assist with documentation.
- Prioritize and perform "White Glove" resolutions with escalated and/or high visibility incidents.
- Identify opportunities and suggestions for operational improvement or technology needs in the customer environments.
- Interact with team members and sales account teams with observations and customer discussions.
- Meet schedules and goals for assigned tasks.
- Track project tasks against project plan and meet project milestones.
- Provide status to management on assigned tasks as required.
- Communicate technical information to non-technical personnel, vertically and horizontally within an organization.
- Must possess excellent oral and written communication skills, customer contact and problem-solving skills.
- Work well with people from many different disciplines.
- Actively and consistently develop, recommend, and support all efforts to improve, simplify, automate, and enhance day-to-day service delivery operations and the client experience.
- May be required to provide service on after-hours on-call support.
- Participate in vendor training to maintain and grow skills and knowledge of existing and new products.
- Support local vendor relationships within the Region.
- Utilize business management tools for tracking time, expenses and project status and documentation.
- Supports Sales efforts to meet Regional financial goals.
- Coach and mentor new hires.
- Understand and abide by all security and operational policies.
- Embrace and support Computacenter’s mission and core values.
Requirements
- Bachelor’s degree in Computer Science, Information Technology or related field.
- Minimum of 3 years of IT engineering, outside systems engineer or similar.
- Knowledge of a wide range of hardware and software technologies.
- Primary focus for products and professional services is on vendors such as: Dell/EMC, NetApp, Cisco, Pure, VMware and others.
- Understanding of server, storage, virtualization and networking technologies, procedures, operations and best practices.
- Technology industry certifications a plus.
- Legally eligible to work in the United States.
- Ability to assist the Sales and Engineering groups with information for requests for quotes / information, bids, proposals and statements of work.
- Strong technical writing skills to develop system documentation.
- Ability to create technical solution drawings.
- Strong interpersonal and communication skills.
- Self-motivated to develop and maintain skill set and product knowledge to maximize value and to deliver quality services to our customers.
- This includes attaining designated certification requirements and attending product-specific training, reviewing technical literature, and obtaining hands-on experience.
- Ability to mentor other Engineers.
- Professional self-starter, able to work collaboratively with others.
- Projects a professional image and strong business acumen during customer interactions.
- Possesses a sense of urgency, strong organizational and follow up skills.
- Ability to multi-task, stay organized, and work efficiently.
- Ability to work independently, as well as with peers.
