Job purpose
Work both individually and as part of the Services team to provide the delivery of Maintenance Support Services, Qualified Services, Customer site management, Break‐fix remediation services, Installation and Implementation Services, and to also provide technical assistance to the Hitachi Vantara Sales Teams.
Responsibilities
* Provide the timely and logical provision of post‐sales support to Hitachi Vantara's customers in alignment with their specific support agreements.
* Perform preventative maintenance according to the recommended routines and procedures. Target to maintain an RGA level of microcode.
* Provide problem management and escalation with the aid and support of the GSC and FSEs.
* Perform the installation and implementation of new solutions and the upgrade of existing solution platforms.
* Service delivery of engineering and reconfiguring changes, equipment and site relocation services.
* Provide delivery and implementation of professional services.
* 24/7 on‐call support for Hitachi Vantara's customers for the provision of remediation services.
* Conduct product demonstrations/training for customers and staff, providing clients with basic product knowledge of Hitachi Vantara solutions.
* Report recent opportunities or threats to the Hitachi Vantara Sales Team.
* Comply with all published Hitachi Vantara policies and procedures.
* Perform all duties in a manner that complies with Hitachi Vantara's core values.
* Perform other duties as required or directed by your manager.
* Comply with Hitachi Vantara's customers onsite rules and procedures.
Qualifications
* Must have TSNV2 security clearance with the Department of Defence as a minimum, with the ability to apply for TSPV.
* Must be able to operate and perform duties in "Dark Site" environments where access to remote support is very limited and other restrictions exist.
* Sound technical knowledge of SAN/Fibre/Storage and Server products and solutions.
* Experience with some or all of Windows Server, Linux, VMWare.
* Experienced in a customer‐facing role with a mature approach to service delivery.
* Team player, attention to detail and pride in delivering professional outcomes.
* Flexibility and willingness to work outside of the basic job specification.
* Availability for 24/7 on‐call support and occasional after‐hours work.
* Excellent verbal and written communication skills.
* Proficiency with Windows, MS Office, Outlook, and Internet Explorer.
* Ability to work unsupervised as well as in teams.
* Willingness to accept responsibility and remain calm under pressure.
* Innovative and actively looking for solutions to problems.
Competencies
* Use manuals, diagnostic tools, and product knowledge to troubleshoot and identify root causes or failing FRUs in response to support calls.
* Install, configure, and implement both hardware and software products.
* Follow processes and procedures consistently.
* Comply with Hitachi Vantara and customer reporting and administrative requirements.
* Represent Hitachi Vantara positively to customers and staff.
* Articulate and able to work in stressful and critical environments.
* Relate well to both customer business and technical staff.
* Motivated to leverage training opportunities fully.
Benefits
Flexible arrangements that work for you (role and location dependent), support for work‐life balance, and industry‐leading benefits that look after your holistic health and wellbeing.
Equal Opportunity Statement
We're proud to say we're an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.
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