A global managed service provider and multi-vendor provider, supporting IT infrastructure for companies in over 165 countries. They have a multilingual team of 1000+ employees across 36 countries.
To provide remote technical support on enterprise level server and storage equipment for service calls opened by our customers by providing diagnostics, log analysis, and creating action plans for our field engineers per our internal processes. And attending the onsite interventions whenever needed.
Work cases with different issues reported by customer, asking for additional logs and command results if needed
Work on service calls routed by dispatching team and reviewing customer provided log files to begin diagnosing the issue and requesting additional logs and command results as needed.
Create an Action Plan (with access to existing library of AP’s) to resolve hardware issues clearly designating the steps to be taken by the Field Engineer and spare parts required to perform the repair.
Successful diagnostics and Action Plan creation must take place with 90 minutes of appropriate information being received or escalated to a L3 teams for review.
Provide remote assistance for Field Engineer in executing the Action Plan (as needed), supporting additional questions and issues that may arise.
Interface with Operations and Accounting teams as needed to ensure client deliverables are met and invoiced appropriately.
Work with Sales and Customers to verify customer requirements are within scope of services offered and technically feasible.
Stay up to date on OEM guidance documents, operating and maintenance instructions, and the state of the enterprise IT market.
Escalate to management and work as part of a global team to resolve service delivery issues.
Minimum of 5 years Technical Support experience with multi-vendor products such as servers’ storages and network equipment.
Worked with at least two of the following Servers, Storage, and Network environments: CISCO, DELL, EMC, HP, IBM, NetApp, Oracle/SUN.
Strong knowledge of System Administration (UNIX, Linux, and/or Windows Servers)
Strong knowledge of Networking (TCP/IP, DNS).
Experience communicating with customers.
Ability to troubleshoot and diagnose hardware issues.
Fluent Japanese and business-level English.
【FOR FURTHER INFORMATION】
Contact Geoff Chen at firstname.lastname@example.org or 050-1752-4412