Job Purpose
Work both individually and as part of the Services team to provide the delivery of Maintenance Support Services & Professional 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, FSE's.
* 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 remediation services.
* Conduct product demonstrations/training for customers and staff, providing clients with basic product knowledge of Hitachi Vantara solutions.
* Report new 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.
Profile
* 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 limited and other restrictions exist regarding access to software tools and telephone communications to engineering support.
* Sound technical knowledge, specifically 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 and displaying a mature approach to service delivery business.
* Must be a team player.
* Attention to detail.
* Must take excellent pride in delivering professional outcomes.
* Flexibility and willingness to work outside the basic job spec.
* Available to provide 24/7 on‐call support.
* Available to work after hours from time to time for delivery of post‐sales services.
* Excellent verbal and written communication skills.
* Proficient with the use of Windows, MS Office, Outlook, IE, etc.
* Ability to work unsupervised as well as in teams.
* A willingness to accept responsibility.
* Well organized, adaptable and transparent thinker.
* Remains calm in a crisis.
* Will escape issues immediately when necessary.
* Innovative, actively looking for solutions to problems.
Competencies
* Able to, with the aid of manuals, diagnostic tools, and product knowledge, troubleshoot and identify root cause or failing FRU in response to a call for remedial support.
* Able to install, configure and implement both hardware and software products.
* Follow process and procedures.
* Must comply with Hitachi Vantara and customer reporting and administrative requirements.
* Personable – able to represent Hitachi Vantara positively to customers and staff.
* Articulate.
* Work in stressful environments and critical situations.
* Relate well to both customer business and technical staff.
* Motivated to leverage the most out of all training opportunities.
Benefits
* Flexible arrangements that work for you (role and location dependent).
Equal Opportunity Employer
We are 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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