Who We Are:
Park Place Technologies is a global data center and networking optimization firm. Powered by the world’s largest on-the-ground engineering team, a robust group of advanced engineers and our fully staffed, 24x7x365 Enterprise Operations Center, we offer a robust portfolio of IT solutions to optimize networking and data center Uptime and performance. As the industry leader, our 2500 Park Place Associates provide support to 21,000+ customers in more than 154+ countries. We are proud to service 90% of Fortune 500 companies and 40% of Forbes 100 clients.
Position Overview:
The Technical Support Engineer provides level three technical support on data center equipment and possesses specific original equipment manufacturer (OEM) product knowledge of server, storage, or network equipment. A “customer first” attitude is inherent in every engagement while regularly consulting and troubleshooting with field engineers, internal employees, and customers to solve issues escalated to Advanced Engineering. In addition, the Advanced Engineer is responsible for completing research, documenting processes and procedures, and assisting with the NPI process for the release and support of new products to our third-party maintenance portfolio.
What you’ll be doing:
- Provide remote level three technical support to field engineers and customer end users, via problem identification, troubleshooting, diagnostics, and repair strategy, through resolution.
- Responsible for creation and review of technical solutions in the form of action plans.
- Manage the client and internal field teams’ expectations, exhibit excellent communication skills as well as securing client confidence in Park Place Technologies to maintain their equipment.
- Timely escalations of more complex technical issues to the Senior Advanced Engineers.
- Attend internal product training classes.
- Prioritize tickets based on the severity of the situation.
- Engage with vendor partners to ensure that customer issues are resolved in an expedient manner.
- Actively monitor an assigned queue for incoming support requests raised by customers.
- Update internal ticketing system: add action plans, update incidents with all customer communications and ensure accurate time logging.
- Contribute to the collective knowledge of the Advanced Engineering team.
- Participate in 7x24x365 call rotation.
- Other duties as assigned.
Required Skillsets:
- At least 5 years of OEM Level III experience, including knowledge of Hitachi Enterprise Storage.
- Experience with SAN/NAS Storage Technologies: Hitachi (XtremIO, VSP-G/F, VSP 5000 series, HNAS)
- Experience with Hitachi Storage Navigator, Command Suite, CCI and other HDS applications
- Basic Unix skills
- Proficient in basic troubleshooting of SAN/NAS issues: Connectivity, Performance, Replication,
- Networking and VMware background a plus
What we’re looking for:
- 5+ years’ experience in a L3 Support role with system installation, upgrades, and hardware Field Replacement Unit (FRU) procedures of products assigned.
- Background in engineering, service and support required.
- Strong interpersonal and communication (verbal and written) skills required, including strong telephone etiquette.
- Ability to understand and navigate technical situations with strong problem-solving skills.
- Productive with minimal supervision and possess excellent time management skills.
- Working knowledge of the specific OEM operating environments for the assigned products you will be supporting, including all relevant diagnostic tools and utilities.
- Experience working in a professional and consultative manner with customers, management, and platform vendor support requirements.
- Ability to work under pressure with calmness and composure.
- Ability to thrive in a team environment where resolutions may require a group effort.
Education:
- Bachelor’s Degree Required
Travel:
- < 10%
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Park Place Technologies is an Equal Opportunity Employer M/F/D/V.
Park Place Technologies has an in-house recruiting team that focuses exclusively on the hiring needs of our company. We are not currently accepting additional third-party agreements or unsolicited resumes. If you would like to be considered as a preferred partner with Park Place Technologies, please submit your detailed information to Any CVs submitted directly to hiring managers will be considered unsolicited and become the property of Park Place Technologies.