Hitachi Data Systems Specialist Customer Support Engineer - 020921 in Saudi Arabia
Title: Specialist Customer Support Engineer Location: Saudi Arabia
CS&S Customer Engineer
About Hitachi Data Systems
Hitachi Data Systems, a wholly owned subsidiary of Hitachi, Ltd., builds information management and social innovation solutions that help businesses succeed and societies be safer, healthier and smarter. We focus on big data that offers real value – what we call the Internet of Things that matter.
Our IT infrastructure, analytics, content and cloud solutions and services drive strategic management and analysis of the world’s data.
Only Hitachi Data Systems integrates the best information technology and operational technology from across the Hitachi family of companies to deliver the exceptional insight that business and society need to transform and thrive.
Global Enterprises choose HDS because:
No one knows data like Hitachi Data Systems. We have a proven, integrated strategy and portfolio that enables digital transformation through data and the integration of disparate data sets into a single data services strategy.
Hitachi partners with enterprises to define and implement an integrated, secure approach to manage, govern, mobilize and analyze their data so they can uncover insights that lead to better business and social outcomes. We offer private, public, and hybrid cloud solutions that meet business needs with the industry’s most flexible consumption options and a true usage-based model. Data needs to outlive the application that created it, the media that stores it – and even the people who manage it. With our software-defined infrastructure, data is independent of applications and infrastructure and thus available to be securely governed, mobilized and analyzed. Automation is essential for modern data management. We help customers automate their data and infrastructure management, freeing up their IT resources for higher-value work and reducing manual error. The world’s most demanding applications run on Hitachi platforms because we guarantee the highest service level and 100% data availability. Flash has replaced traditional disk to ensure critical applications perform at the pace required by business demands. Our customers have over 250PB of Hitachi flash storage accelerating their applications – and growing every day. Our Hitachi Content Platform was ranked the #1 most-secure object store by Gartner. Hitachi helps customers build data lakes to mobilize data even from legacy applications, to leverage that data for new business functions like analytics, and for greater employee productivity anytime, anywhere. Hitachi holds more than 2,000 patents for analytics technology – the most of any company in the world. Our acquisition of Pentaho further enables customers to integrate data from all sources, then analyze and visualize insights to help business users monetize more, innovate faster and reduce risk. We use data to power the digital enterprise. Our culture values respect, individuality and growth for every employee. This is why the top talent in the industry wants to work for Hitachi Data Systems.
Ignite your career with HDS.
Visit us at HDS.com.
Role Title : CS&S Customer Engineer
Reporting to : CS&S Manager, Middle East & Turkey
Direct Reports : None
Job location : South Arabia
Role Purpose Work individually or as part of a team to provide technical support, account co-ordination, problem determination assistance and installation support to HDS Customer base and Sales/SE organisation.
Timely and logical solution of mainly storage and server technologies and associated infrastructure problems Providing problem management through the use of support management tools and interfacing with the local country teams and Global Support organization Performing preventive maintenance according to recommended routines and procedures. Installation of new equipment and field modifications, using written instructions Providing timely advice or assistance on technical matters Ensuring high levels of Customer satisfaction for assigned Customers Observing equipment down-time reporting procedures and complete site documentation, as directed by superior Understand the responsibilities and fulfil the associated actions required by those elements of the Quality System, as defined in HDS Policies and Procedures, appropriate to the job function Identifying opportunities for improving Customer care, whether internal or external to HDS, and initiates actions using the appropriate improvement process Communicates with customer on an ongoing basis on all aspects of service support Primary escalation point for the customer on any support related issues Customer facing representation of HDS support methodology, all support related reporting between HDS and customer, SLA and SLO control, etc. Applies ITIL best practices for Project Management and Change Management. Understands the customer business priorities Maintains a complete understanding of the service and of the customer's state, identifying opportunity and up selling areas. Supervision and control of partner installation and preventative maintenance activities including planning and scheduling Supplies the necessary technical information for renewal to the Account Manager/CS&S Manager Tracks the Installed Base of the customer and verify it with internal team including new orders data management on Insight together with Account Manager Monitoring and management of CS&S/ISP Engineers training and certification levels Monitoring and management of Customer Service Request governance for Country specific services KPIs Manage Independent Service Partner ecosystem and relationship including periodic reviews Control over local support capabilities and issues including ISP geographic and product coverage, spare parts support and other issues Manage and involve customer support requests in case of any escalation, onsite intervention may be required Acting as Service Delivery Manager for some customers which are agreed by Management Team Acting as CS&S representative in front of customer to improve customer satisfaction by visiting with account team in case of any escalation request Other duties as assigned by manager
Key Skills, Knowledge and Experience
Preferably holding a Bachelor Degree in Computer Science, Computer Engineering or equivalent. Minimum of five (5) years experience in support, engineering, professional services or other field/delivery teams for major IT vendor or VAR/VAD. Preferably ITIL certification and other project management methodology expertise. Knowledgeable of major storage vendor support structure, on-line support tools/systems, knowledge databases and escalation procedures.
Team Work Business Acumen Customer Focus Decision Making Relationship Management Managing for Results