Job Description:

Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.

Responsibilities:

• Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
• Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical). .
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision- making process.
• Review and may resolve complex business issues.
• Excellent communication skills. Add case resolution to KMS.
• Understand and utilize Information Technology Information Libraries (ITIL).
• Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
• Partners frequently with the Sales Pursuit team.

Education and Experience Required:

• Vocational: apprenticeship/certification completion. May be technical or non-technical. May include on- the-job training in addition to studies. In some locations, completion may be recognized by diploma. Advanced programs may be 2+ years. Associate degree: first attainable degree at the post-high school level. Typically 2 year completion beyond High School level (i.e., Associate of Arts, GCE 'A' level (Singapore), etc.) or equivalent experience. BA/BS or equivalent experience preferred.
• 3-5 years experience in relevant technologies and customer environments.
• Relevant industry qualification where applicable.

Knowledge and Skills:

• Thorough technical knowledge of Windows platform (Windows, AD, VMware and Hyper - V).
• Must be able to demonstrate deep technical troubleshooting and problem solving skills.
• Expertise on Windows heterogeneous platform environments, including MS Clustering, NLB, backup operations, Middleware applications (Terminal Services, Citrix)
• Deep technical skills on Oracle Linux & Microsoft Core components (DNS, DHCP, WINS) are mandatory
• Hands-on experience on Enterprise class x86 servers including Blade & Hyperconverged infrastructure (HP, IBM & DELL) are mandatory.
• Good fundamentals and technical hands on experience on Active Directory.
• Basic understanding of Network, Storage and back up concepts.
• Willingness to develop strong competencies in other platform support
• Knowledge of Enterprise monitoring will be a plus
• Excellent understanding of ITSM\ITIL processes and certification will be added advantage.
• Good communication and interpersonal skill are mandatory.