SPEC I, TECHNICAL SUPPORT

Location: San Diego, CA 92107 Job Category: Installation/Maintenance/Repair Career Level: Experienced (Non-Manager) Company: Hitachi Data Systems SPEC I, TECHNICAL SUPPORT Hitachi Data Systems (HDS) is recognized as a leading provider of business solutions for the world's most IT-intensive corporations. The company offers the industry's fastest, largest and most reliable storage solutions designed for companies committed to non-stop operation and transition to Internet business reliance. Thirty-eight of the Fortune-50 companies in the United States are HDS customers. Hitachi has provided the backbone processing platforms for these enterprises and has led the world in high capacity and high bandwidth computing. HDS has been the recognized choice for mission critical applications in the F-1000 and Financial Times 100 enterprises. HDS was formed in 1989 and is a wholly owned subsidiary of Hitachi LTD with global revenues of over $73 billion. Hitachi is one of the leading technology companies in the world with research and development investments of over 6 billion dollars annually. Headquartered in Santa Clara, California, HDS is a global company with three thousand employees in forty countries and generates worldwide revenue of approximately $3 billion. The HDS professional services organization complements the product revenue with technical and business solutions. The company has a direct sales force and also supports a two-tiered indirect sales program. Storage products are offered to a growing list of OEM customers including Hewlett Packard and Silicon Graphics. HDS is one of a few natural players and enjoys a substantial technological advantage with its storage solutions. The organization is built around 6 independent business units, each with a P & L mission and IPO opportunity. 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 Primary Qualifications: Four year degree or equivalent work related experience Aptitude for providing excellent customer service including clear communication, problem solving and technical writing skillsPossess 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 productsSkills 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.)