Technical Support Engineer
TECHNICAL SUPPORT ENGINEER - DERBY IT Services Company Yet another Fantastic opportunity for ERG Due to continued growth and success across all technical engineering areas this leading global organisation is looking to the market for a Technical Support Engineer. Our Derby based client is looking for: Job Description: To provide a resolution to our customers, to resolve issues with storage, servers, networking and desktops systems. Provides technical support to field engineers, partners and customer end users from remote problem identification, troubleshooting, diagnostics and repair strategy. Must have extensive knowledge in either HP, Dell, Sun / Oracle or IBM (Minimum of 2 product lines). Extensive knowledge in all OEMs combined is not needed. Certifications are required to be considered for Tier 2. Main duties and responsibilities: 1. Respond to and Action on tickets originating from Response Centre agents. 2. Manage the service experience for the customer and aggressively pursue problem resolution. 3. Collect, analyse and interpret error logs to successfully identify failure and document action plan. 4. Provide instructions, action plans and support to Field Engineers, Service Partners and customers remotely. 5. Confirm parts are in place for Engineers to fulfil Service Level Agreements. 6. Liaise with internal company departments as needed including Response Centre, Logistics and Management regarding responding to dispatch, ordering and usage of parts. 7. May at times also be required to go on site to perform service repair. 8. Provide timely updates and call closure information. 9. Review Field Engineer reports filed with the Response Centre. 10. Accurately process and document details of support in ticketing system. 11. Follows the technical escalation process to ensure timely resolutions and that management are fully briefed on any impediments to achieving the SLA. 12. Ensures timely and appropriate preventative maintenance activities are performed according to equipment specifications. 13. Identify training needs of Field Engineers, Partners and Sub-contractors. 14. Engage in special projects as required. 15. Perform or assist in complex system installations and component upgrades without supervision. 16. Resolve complex electro-mechanical, SCSI / Fibre / SAN / NAS attached issues. 17. Works closely with Material Planning in building Bills of Materials and approves alternate part numbers. 18. Monitors and manages ECO/FCOs for OEMs, documents and communicates to respective internal departments appropriately. 19. Works with Operations and is Technical Lead on developing support strategy for NPI. 20. Develops training documentation and plans along with Education department and delivers training as needed and required to internal/external resources. 21. Maintain and Manage technical product documentation in Technical Library. 22. Provides support to the Sales organisation as needed. Skills and Qualifications: 1. Minimum two (2) years of Technical Support experience working with multiple platforms, or equivalent experience working with specific platform. 2. Diploma or equivalent from a recognised technical institute. 3. Strong customer management skills. 4. Ability to follow procedure and efficiently troubleshoot to maintain SLAs 5. Strong problem-solving skills. 6. Experience working in a professional and consultative manner with customers, management and platform vendor support requirements. 7. Proven ability to effectively mentor and guide others in resolving complex technical data centre hardware issues. 8. Excellent interpersonal, verbal and written communication skills. 9. Knowledge of customer service principles and practices. 10. Effective listening skills. 11. Willingness to cooperate with others and work in a team environment.