Job purpose is to provide deep technical expertise for maintenance of high complex IT solutions located in different European countries with focus on Storage systems Fujitsu ETERNUS DX/SF , NetApp and Brocade and to perform technical support for Fujitsu and partner Storage systems HW and SW
Responsibilities
Diagnose of customer incidents and problems in complex environments forwarded from local support teams and partners in Storage HW/SW environment with focus on Fujitsu, Brocade and NetApp Storage systems,
Resolution via spare part recommendation or SW fixes/workaround or repair measures as available from development or vendors using remote technology to meet Service levels (SLA) towards customers and countries, participation in standby shifts 24x7,
Usage of efficient diagnose process steps and tools as appropriate to provide efficient support in timely manner
Escalation to back level or vendor with provision of appropriate diagnose material from customers
Support of technical engineers and partners to provide efficient and competent service to reach high customer satisfaction
Escalation handling and coordination of customer requirements towards next levels/vendors
In critical customer situations and on special requirements out of countries on site support at customer site
Communication interface to local engineers /partners, provide technical documentation and information materials
Contribute to knowledge sharing in support team, provide professional incident documentation and feed knowledge base to enlarge known error information.
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:
Broad technical experience in service and/or development
Deep knowledge of storage systems and architecture in data centers, preferable from Fujitsu
Certifications for NetApp (NCDA) and Brocade would be an asset
Soft Skills:
Work in international virtual teams and departments, professional customer contact
Ability to work autonomous and under pressure from customer/countries side
Customer and service oriented thinking, putting customer first
Professional communication and presentation skills
Self-motivated to continuously improve knowledge and keep skills up to date
