Halle, Saxony-Anhalt, Germany
Take full ownership of high-impact & complex technical SRs in order to prevent out-of-process escalations Collaborate with the Service Account Managers (SAM) Organization through agreed processes Upon request, coordinate and produce formal documentation for major escalations, such as summary reports, post incident / root-cause reports and analysis reports SR management covering technical troubleshooting, resource co-ordination and dispute resolution as required on an incident by incident basis Control and reduce escalations, both executive and non-executive by engaging proactively on identified cases and owning as required Drive all required Critical Success Factors and Key Performance Indicators and provide in Root Cause Analysis (RCA), Closed Loop Corrective Action (CLCA) analysis and feedback as needed Development, issuing and overall control of communications both internal and external during a service engagement making sure all parties are kept appropriately up to date
Provide Technical Support for company and OEM products. Specialized in Storage (NAS, SAN, DAS), Networking, Server, Blade Server, UPS, Library support. Maintain excellent working relationships with customers, field service, sales and marketing stakeholders. Resolve problems and provided solutions for technical and service issues. Provide guidance and online maintenance for the customers via phone, e-mail and chat. Utilize troubleshooting techniques and identify products that are defective and adhered to guidelines in issuing service calls and contacts. Arrange and schedule work based on time and complexity requirements, exercise sensitivity to due process and proper pacing. Assist team members in high complexity cases (networking, storage and server), OS configuration and troubleshooting. Success working in a fast-paced, team-oriented, collaborative environment. Diagnosed, researched and resolved storage issues using vendor resources and other support methods.
Provide Technical Support for company and OEM products. Specialized in Storage (NAS, SAN, DAS), Networking, Server, Blade Server, UPS, Library support. Maintain excellent working relationships with customers, field service, sales and marketing stakeholders. Resolve problems and provided solutions for technical and service issues. Provide guidance and online maintenance for the customers via phone, e-mail and chat. Utilize troubleshooting techniques and identify products that are defective and adhered to guidelines in issuing service calls and contacts. Arrange and schedule work based on time and complexity requirements, exercise sensitivity to due process and proper pacing. Assist team members in high complexity cases (networking, storage and server), OS configuration and troubleshooting.
Vadovavau įmonės veiklai ir priėmiau pagrindinius sprendimus Rūpinausi klientais ir palaikiau ryšius su partneriais Kontroliavau biudžetą ir įmonės finansus Ieškojau naujų klientų ir verslo galimybių (Europos Sąjungoje ir už jos ribų)