IT-Kundenbetreuer/in

Enterprise Storage - EMEA Technical Support Engineer for major US storage company
Troubleshooting of hardware/software/configuration issues related to enterprise storage systems
Advising end-customers (French or English speaking) via email or phone of solutions to the above.
Troubleshoot enterprise storage products (NAS/SAN), hardware, software issues
Knowledge of Data ONTAP 7-mode and Cluster mode environment
FAS storage systems hardware troubleshooting
Root cause analysis for hardware/software related storage outage
Non-disruptive action plans to remediate customer's technical issues
Progress of case backlog based on case priority and customer entitlements

Daily checks of servers status/alerts/warnings/downtime, backup logs, Active Directory
Troubleshoot and fix server/application issues according to SLA and availability targets
Liaise with teams for corrective actions or workarounds to resolve major incidents
Act as a 3rd line of support - point of escalation for 2nd line issues

Creation of reports on team performance against various metrics
Publishing support documentation to assist colleagues in their work
Management of major incidents in a timely manner, prioritization of incidents/requests
Delivering contractual “first time fix” according to service level agreements
Recording incidents and requests within the IT service management software
Escalation of unresolved calls to other resolving groups/suppliers
Maintaining a high degree of customer service for all support queries

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