Technical Support Analyst (SAN/NAS)
Hitachi Data Systems - San Diego, CA

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Job Overview:
Provide professional, courteous, and effective technical support and customer service in a fast paced, worldwide 24x7 support center.

Job Functions:
  • 50% - Provide Level 1 phone support to Hitachi Data Systems customers and field teams
  • 20% - Assist in the resolution of technical support issues including hardware/software configuration problems, product failures, and technical inquiries
  • 5% - Perform problem and customer situation management, escalate to the next level of support when necessary, communicate critical case status to management
  • 5% - Document technical problems, error messages, troubleshooting steps, and action plans
  • 5% - Utilize multiple applications and technical tools to assist in troubleshooting, communication, and time management
  • 5% - Contribute to Technical Knowledge Base by documenting technical problems and solutions
  • 5% - Attend training sessions and potentially assist in conducting training/workshops
  • 5% - Participate in team projects that enhance the effectiveness of the support center

Four year degree or equivalent work related experience

Aptitude for providing excellent customer service including clear communication, problem solving and technical writing skills

Possess good organizational skills and the ability to manage multiple issues simultaneously within a fast paced and changing environment

Positive self-starter, able to take direction, and work within a team environment

Aptitude to learn and support new products and systems

Ability to work nights, weekends, or standby shifts as needed to meet schedule requirements

Experience working with Storage Area Network and/or related software products

Skills in one or more of the following areas are highly desired:
· RAID Storage (Hitachi, EMC, IBM)
· SAN Switches (Brocade, Mcdata, Cisco, Qlogic, Ancor, Nishan, InRange)
· Open systems (Windows, Solaris, AIX, Linux, VMware, Novell, Tru64, OpenVMS, HP-UX)
· Mainframe (ZOS, MVS, Escon, Ficon)
· Host Bus Adapters (Emulex, Qlogic, JNI)
· Network Attached Storage
· Networking Concepts (TCP/IP, VLAN, FTP)
· Other operating system software (Veritas, MSCS, Oracle, Exchange, etc.)
Other: (Include span of control (# of direct reports), budget control, scope of influence, impact of errors, physical requirements, and any other important factors.)

Able to perform shift work to include nights, weekends, or on-call standby

Job location – San Diego, CA.

About this company
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Hitachi, which means "risen sun," is looking for a new dawn of profits from its galaxy of businesses. The...