Specialist Customer Support Engineer

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POST DATE 8/18/2016
END DATE 10/19/2016

Hitachi Data Systems Portland, OR

Company
Hitachi Data Systems
Job Classification
Full Time
Company Ref #
017791
AJE Ref #
575915610
Location
Portland, OR
Experience
Mid-Career (2 - 15 years)
Job Type
Regular

JOB DESCRIPTION

APPLY
CUSTOMER ENGINEER

Position Description

Role Purpose
Work individually and as part of a team to provide technical support, account co-ordination, problem determination and installation support to the HDS Customer base, as well as interlock and support the Sales and SE organization in Switzerland.

KEY RESPONSIBILITIES

* Timely and logical solution of HDS technology and solutions as well as associated infrastructure problems

* Providing problem management through the use of HDSs support tools and interfacing with the different worldwide Support Groups

* Planning and performing preventive maintenance, upgrading systems (e.g. Microcode, Firmware) according to recommended routines and procedures

* Installation of new equipment and field modifications, using handbooks and manuals efficiently

* Replacing parts as required

* Providing timely advice or assistance on technical matters (member of the Standby-Team)

* Ensuring high levels of customer satisfaction for assigned customer-set

* Observing equipment down-time reporting procedures and complete site documentation, as directed by management

* Troubleshooting system and network problems and diagnosing and solving hardware or software faults

* Working continuously on a task until completion (or referral to third parties, if appropriate)

* Understand the responsibilities and fulfil the associated actions required by those elements of the Quality System, as defined in HDS Policies and Procedures, appropriate to the job function

* Identifying opportunities for improving customer care, whether internal or external to HDS, and initiates actions using the appropriate improvement process

All qualified applicants will receive consideration for employment without regard to race, color, religion, place of origin, ethnic origin, national origin, ancestry, age, sex, sexual orientation, gender identity, transgender status, genetic information, mental or physical disability, marital status, pregnancy, veteran status, or any other characteristic protected by applicable national, state, or local law

KEY SKILLS, KNOWLEDGE AND EXPERIENCE

* Formal education

* Approximately 3-4 years experience as a Storage Engineer with HDS or competitor-products (preferably EMC, NetApp, IBM, HP)

* Wide experience in Server-, OS-, Network-, SAN- and Storage environment

* In depth knowledge of:

* One or more major hardware systems

* Network-Technologies

* Operating System Linux and Windows

* Preferably knowledge or basic knowledge of:

* Applicable HDS products

* Virtualization technologies

* Converged systems (HDS solution: UCP for Oracle, -VMware, -SAP HANA)

* Database Systems (Oracle, SQL)

* Applications (Sharepoint, Exchange, SAP, Siebel)

* Conversant with written and spoken business and colloquial English

* Well organized, adaptable and clear thinker

* Ability to work unsupervised

* Willingness to accept responsibility

* Ability to communicate well with others

* Innovative nature and solution oriented to solve problems efficiently

KEY BEHAVIOR COMPETENCIES

* Business Acumen

* Customer Focus

* Task- and Problem - Ownership

* Taking Decisions personally

* Relationship Management

* Managing for Results

* Team player

* Focus to grow and develop together with HDS

* Intent of longterm engagement with HDS

All qualified applicants will receive consideration for employment without regard to race, color, religion, place of origin, ethnic origin, national origin, ancestry, age, sex, sexual orientation, gender identity, transgender status, genetic information, mental or physical disability, marital status, pregnancy, veteran status, or any other characteristic protected by applicable national, state, or local law.