Tech Support Technician Pivot3
THIS JOB HAS EXPIRED Position: Tech Support Technician
Reports to: Manager of Customer Support
Location: Houston, TX
Pivot3, a leading storage and virtual computing technology vendor, is currently looking for a Tech Support
Technician (preferably located in Houston, TX) to support customers across all of Pivot3?s product lines.
This position will provide support global support.
The Support Technician will provide superior technical support to integrators and end-users, allowing them
to effectively deploy and maintain Pivot3?s product line. Support Technician resolves clients' hardware,
software, and network issues. Provide software and hardware support and train clients on system use. The
Support Technician will process RMAs through various manufacturers. Communicate technical information
to both technical and non-technical personnel. Possess excellent communication skills. The Support
Technician has experience in providing customer support over the phone and via e-mail. This position has
no direct reports and usually works very independently on the cases assigned to him/her. Other duties will
be assigned as necessary.
Overall Position Objective
? Provide world-class customer support being both responsive and proactive in supporting customer
? Develop and maintain an extensive working knowledge of Pivot3's software and hardware solutions
and services offerings.
? Solve support cases, document resolution and ensure corrective actions are put in place.
? Proactively stay up to date with all the latest technologies concerning Pivot3?s products and the
underlying technologies and dissipate this knowledge to the other engineers.
? Recognize and escalate difficult technical issues within the Sales, Customer Support, and
? Work with support and/or product development personnel to troubleshoot and workaround product
? Create Knowledge Base Articles and Technical Documents.
? Prioritize both time and projects, working independently
? Listen, comprehend, and communicate effectively
Education, Experience and Skills requirements
? Excellent communication and phone skills
? Possesses strong analytical and troubleshooting skills.
? Working knowledge of storage technologies: SAN, NAS, DAS, SCSI, Virtualization, Backup,
? Excellent knowledge of Windows 2003 and XP.
? Excellent knowledge of networking principles and the IP protocol.
? Experience with PC configuration and troubleshooting with the Windows operating system.
? Experience with networking equipment configuration and troubleshooting (switches, routers, etc.)
? MCSE certification preferred.
? VMware experience preferred (certifications such as VTSP, VSP, VCP, etc. highly preferred)
? Highly self-motivated and independent
? Well-organized with the ability to multi-task and work with minimal supervision
? Knowledge of Windows Server operating system architecture
? In-depth knowledge of Storage Area Networks and storage hardware
? Experience working issues/cases at all technical levels
||Houston, TX |
THIS JOB HAS EXPIRED