Job Summary :
The Technical Support Specialist is responsible for delivering enterpriselevel software integration, implementation, and technical support for advanced storage and infrastructure solutions within complex customer environments. This role involves onsite and remote activities such as presite assessments, installation, customization, troubleshooting, data migration, and performance optimization across mainframe and open systems environments.
The specialist works closely with customers and internal technical teams to ensure successful solution deployment, optimal system performance, and high levels of customer satisfaction. The role also contributes to disaster recovery planning, infrastructure maintenance, and the development of best practices, while adhering to established escalation procedures and change management processes. A strong customercentric mindset, technical expertise, and the ability to operate in missioncritical environments are essential.
Job Description :
- Deliver enterpriselevel software integration and implementation services at customer sites, including presite assessments, initial installations, system customization, troubleshooting, and customer orientation.
- Perform installations and configurations within mainframe and open systems environments, including moderately complex and extendedstay deployments.
- Demonstrate system capabilities, review software operations and management tools, and provide clear guidance on system usage and best practices.
- Proactively recommend improvements to customers to optimize their use of storage and infrastructure solutions, enhancing system performance, efficiency, and satisfaction.
- Actively contribute to system configuration, architecture design, layout planning, and performance tuning activities.
- Participate in the design, testing, and operational execution of customer disaster recovery and business continuity processes, as required.
- Perform storage infrastructure maintenance activities, including upgrades, patching, and data migration tasks when necessary.
- Collaborate with internal technical and engineering teams to support the development of custom customer solutions and preparation for complex implementations.
- Contribute to the development and continuous improvement of technical strategies, policies, and best practices through participation in team discussions and management meetings.
- Build and maintain strong, longterm customer relationships by delivering reliable solutions and highquality service aligned with a customer for life mindset.
- Adhere strictly to established escalation procedures, change control processes, and service management standards.
- Prepare and maintain accurate activity, progress, and time management reports in accordance with organizational procedures.
- Stay current with industry trends, technical specifications, and evolving hardware and software requirements through ongoing training, professional development, and industry engagement.
Job Requirements :
- Strong experience with enterprise hardware, software, and operating systems
- Knowledge of hostbased data migrations and storage technologies
- Experience with LAN/WAN networks, including IP and SNMP
- Handson experience with Fibre Channel SAN environments (Cisco/Brocade)
- Ability to work independently, manage multiple priorities, and perform under pressure
- Excellent communication and stakeholder management skills
- Bachelor's degree in Information Technology / Computer Science
- 23 years in a relevant technical role
