Technical Support Engineer

hace 16 horas

Ciudad de México Hitachi Vantara Corporation A tiempo completo

**The Company****The Role**The Customer Support Engineer provides technical support, advice, and assistance to Hitachi Vantara's customers upon their need to address technical, hardware and software system problems. This includes specific products and their integration, as a Solution. The Customer Support Engineer generally deals directly with end users and, as such, must be able to communicate effectively to ensure that requirements as well as answers and advices are well understood by the stakeholders. The type of problems the role deals with varies from simple to complex and may include issues such as end user inabilities to access data, poor performance and/or system inefficiencies. This role is part of a team of Customer Service professionals who are responsible for providing Hitachi's customers with excellent experience as part of a fast-paced, worldwide 24x7 support center.**Responsibilities**- Providing support to Hitachi Vantara customers and field teams, including via phone and online tools- Assisting in the resolution of technical support issues including hardware/software configuration problems, product failures, and technical inquiries.- Perform problem and customer situation management, escalate to the next level of support when necessary, communicate critical case status to management- Own and track customer issues using case tracking system- Shares and documents knowledge via FAQ / KB articles, which can be internal or customer facing- Attend training sessions and potentially assist in conducting training/workshops- Participate in team projects that enhance the effectiveness of customer success**Qualifications**- Fluent in English (written and verbal)- Aptitude for providing excellent customer service including clear communication, problem solving and technical writing skills- Possess good organizational skills and the ability to manage multiple issues simultaneously within a fast paced and changing environment- Positive self-starter, able to take direction, and work within a team environment- Aptitude and eagerness to learn and support new products and systems- Skills in two or more of the following areas are highly desired:- Enterprise Storage Solutions (Hitachi, EMC, IBM)- Fibre Channel Solutions (Brocade, Cisco)- Network Attached Storage- IP Networking Concepts (TCP/IP, Active Directory)- Cloud based Solutions- Programming Skills (Python, REST API)- Operating systems/Hypervisors (Windows, Linux, VMware)- Other software solutions (Veritas, MSCS, Oracle, Exchange)We are an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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