Job purpose is to provide deep technical expertise for remote support of high complex IT solutions at customers located in different European countries and to perform back level support for Intel based Fujitsu PRIMERGY Servers
Responsibilities
Deep diagnose of customer problems in complex environments forwarded from technical support teams, resolution via workaround or repair measures using remote technology
Interface to product development for problem escalation, root cause analysis and problem resolution verification
Support of technical engineers and partners to provide efficient and competent service to reach high customer satisfaction
Escalation handling and coordination of technical support and development, participation in standby shifts 24x7
Interface for quality issues and product maintenance requirements, tracking of enhancements in support and development
Leads technical implementation/ designs including producing cost and timescale estimates to meet service delivery requirements
Consults in the tender stage as a high technical expert in complex projects. Give technical training, presentations and workshops as required form countries and/or customers
Takes ownership and provides consultancy level expertise to resolve major technical problems for IT systems or IT infrastructure solutions
Leads, promotes and drives knowledge sharing, development of other team members and collaboration in the product development and solution design area
Skills Required
Education:
University degree in IT or equivalent subject or comparable education
Required Language(s):
Fluent English skills with technical and business focus (B2 Level or higher)
German Language (B2 Level or higher) would be an asset
Minimum Experience:
Professional experience with multi years in service and/or development
Expert knowledge of Intel based servers architecture in data centers, preferable from Fujitsu
Expert knowledge of MS server (2008R2/2012R2) and Redhat/Suse Linux
Expert knowledge of Intel based server components (RAID, network, drivers…)
Up to date certifications for Microsoft (MCSA, MCSE) and Linux (RHCSA)
Soft Skills:
Work in international virtual teams and departments, professional customer contact and presentation skills
Ability to work autonomous and under pressure from customer/countries side
Customer and service oriented thinking, put customer first
Self-motivated to continuously improve knowledge and keep skills up to date
