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Description
title:
mangaing techincal escalations to commavult and other partners to ensure cusotmer issues are being driven to successful resolution in a speedy and efficient manner.
ensuring there is an adequate lab infrastructure available for the team to supoprt customer issues.
proven track record in managing multiple escalations with effective follow-through and timely documentation.
ability to build effective technical relationships with vendors and colleagues on reomte sites to support a learning environment and aid knowledge transfer
proven track record in maintaining and enhancing skill(s) leevl(s) according to future technology trends, and achieving industry certifications on a continuous basis
ability to deliver a superior customer experience of 95% satisfaction rate.the delivery of workshops and/or high priority critical situations & severity 1 escalations that required multiple departmental collaboration to bring issues to successful resolution
fluency in english and the ability to speak another european language is desirable,
ideally internal candidates will have fostered and developed a relatoinship with sst subject matter experts and product specialists, either through the sst academy.
as part of the soluitons support team (sst) you will be responsible for the overall customer experience (ce) of dell\'s enteprrise customers. enteprrise technical support advisor
location: irl-dublin
we have an unrivalled opportunity for an experienced enterprise solutions support advisor within the intelligent data management (idm) domain with commvault specialization to work in our emea prosupport enterprise exeprt cetnre, operating systems, back-up/recovery & archiving, networks & security and dataabses, virtuailsation, offreing the higehst level of technical support and remote advsiory serivces to dell\'s enterprise customer base on high-end/high vaule-add enterprise solutions/technloogies inclduing messgaing.
managing and deveolping the relationship with commvault on beahlf of the emea expert centre
provdiing regluar case management reports on commvault cases to the management team.
your main responsibilities will involve:
acting as a senior commvault specialist delivering 2ndtier phone and web based resolution for advanced software customer escalations through troubleshooting, environment replication & identification of workarounds, research.
delivering technical training sessions and mentoring the team to ensure they are prepared to properly support commvault escalations on an ongoing basis.vmware,
industry certifications (commvault administrator/support/engineer - ideally simpana 9), mcitp, oracle, ms exchange, clustering, iis, networks & security, mcts, w2k8, vcp
strong knowledge of at least two and expert knowledge of at least two of the following: commvault, sql, ccnp, w2k3, active directory, ccna, rhce, redhat enterprise linux or suse linux enterprise server, citrix xenserver, sharepoint.
act as a trusted advisor to the management team on the technical front.
your skills and qualifications will ideally include:
five or more years relevant industry experience and knowledge with relevant industry certifications as listed below.
actively supporting the customer in all aspects through to problem resolution while keeping the customer informed throughout life of the incident (s).
co-ordinating resources to resolve technical issues and turn around strained relationships at large high profile accounts in both pre and post-sale stages.
interlocking with technical account managers (tams) and regional sales account managers (sams) to address customer issues and queries.no other centre offers you such a high level of exposure to such a large enterprise client base and the associated enterprise solutions and technologies.
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