L2 Support Engineer - Tintri Team
DataDirect Networks
il y a 13j

Job Description

Responsibilities for this role include but are not limited to :

  • Always take care of the customer. Customer Satisfaction is job #1.
  • Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues.
  • Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
  • Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status.

    Responsible for sharing all acquired knowledge concerning problem resolution.

  • Identifies and provides resolutions to a diverse range of complex technical problems and mentors others in providing validated technical information, support process instructions and special support requirements.
  • Contributes to a centralized problem identification and resolution database and may provide senior or expert level tasks similar to Engineering for assigned products or skills.
  • Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions.

  • Identifies, documents and reports design, reliability and maintenance issues.
  • Understands and leverages TINTRI’s technical communication structure and has a sphere of influence which extends well outside of the department
  • Effectively leads efforts in facilitating problem recreation and failure analysis of systems level issues and recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution.
  • Develop and implement resolutions to identified problems, and follow standard practices and procedures.
  • Identifies records and works with management to proactively revise current procedures and tools to improve customer satisfaction
  • Develops broad knowledge of the organization’s mission and strategy and relates it to day-to-day issues.
  • Challenges existing processes based on industry best practices, enhances these for the benefit of all.
  • May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other TINTRI Technical Support co-
  • workers as appropriate.

  • Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
  • Validates technical information and issues early warnings and disseminates information as needed.
  • Skills and Qualifications required for this role include :

  • 5 year experience in Enterprise level Technical Support
  • B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience
  • Storage Systems experienced required
  • Microsoft Hyper V MCS and / or VMWare VCP certification or equivalent Hypervisor administration work experience
  • TCP / IP based networking and troubleshooting skills
  • Performance and Network Optimization, Log Analysis experience
  • Ability to clearly communicate verbally and in writing.
  • Fluency in French, English plus one other language (German, Danish, Swedish) essential
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