Technical Resource Center Analyst
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POST DATE 9/17/2016
END DATE 10/8/2016
Hitachi Data Systems
San Diego, CA
JOB DESCRIPTIONJOB OVERVIEW:
Provide professional, courteous, and effective technical support and customer service in a fast paced, worldwide 24x7 support center.
50% - Provide Level 1 phone support to Hitachi Data Systems customers and field teams.
20% - Assist in the resolution of technical support issues including hardware/software configuration problems, product failures, and technical inquiries.
5% - Perform problem and customer situation management, escalate to the next level of support when necessary, communicate critical case status to management.
5% - Document technical problems, error messages, troubleshooting steps, and action plans.
5% - Utilize multiple applications and technical tools to assist in troubleshooting, communication, and time management.
5% - Contribute to Technical Knowledge Base by documenting technical problems and solutions.
5% - Attend training sessions and potentially assist in conducting training/workshops.
5% - Participate in team projects that enhance the effectiveness of the support center.
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.
Four year degree or equivalent work related experience.
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 to learn and support new products and systems.
Ability to work nights, weekends, or standby shifts as needed to meet schedule requirements.
experience working with Storage Area Network and/or related software products.
Skills in one or more of the following areas are highly desired:
o RAID Storage (Hitachi, EMC, IBM)
o SAN Switches (Brocade, Mcdata, Cisco, Qlogic, Ancor, Nishan, InRange)
o Open systems (Windows, Solaris, AIX, Linux, VMware, Novell, Tru64, OpenVMS, HP-UX)
o Mainframe (ZOS, MVS, Escon, Ficon)
o Host Bus Adapters (Emulex, Qlogic, JNI)
o Network Attached Storage
o Networking Concepts (TCP/IP, VLAN, FTP)
o Other operating system software (Veritas, MSCS, Oracle, Exchange, etc.)
Able to perform shift work to include nights, weekends, or on-call standby.