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Analyst, Enterprise Technical Support

Contract

Draper, UT

Posted on Sep 11, 2017

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Analyst, Enterprise Technical Support
Draper, UT


Job Description: 
  • Regularly provides technical support expertise in a complex cloud platform environment with the need to support Virtustream Enterprise and Storage Cloud solutions and other enterprise class, mission critical, cloud hosted solutions. 
  • Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both Virtustream business operations and the business operations of Virtustream customers. 
  • Apply technical support expertise to resolve and escalate customer issues. 
  • Customer requests may be received by Support Centers through automated alerts, voice initiated technical calls from Customers, Partners, remote maintenance calls, internal and field Virtustream employees, Chat and Web support calls. Works closely with peers and internal SMEs to increase knowledge and resolve customer issues. 
  • Identifies and provides resolutions to technical problems. 
  • Use troubleshooting tools, content, and analytical practices to help determine best way to resolve identified and unidentified problems.

Principal Duties & Responsibilities:
  • Provide steady state support to internal, domestic, and international enterprise level customers
  • Responsible for incoming ticket volume via multiple channels (phone, email, & web)
  • Gather critical data points to effectively prioritize incoming tickets
  • Assess and understand customer needs and identify resolution recommendations
  • Route and/or escalate tickets as needed to tier two support staff and engineering teams after the completion of basic troubleshooting
  • Partner with various engineering teams to troubleshoot, analyze, and resolve tickets
  • Communicate procedural and technical issues to internal and external customers in a customer critical environment
  • Act as a customer liaison and point of contact throughout the ticket lifecycle
  • Set customer expectations and provide updates regarding troubleshooting and resolution action plan
  • Test, validate, and gain customer acceptance of implemented solutions and effectively partner with customer on ticket closure
  • Maintain a high quality support experience through the quick and accurate resolution of tickets

Skills Desired:
  • ITIL / ITSM Understanding
  • Customer Centric Focus
  • Time Management & Workload Prioritization
  • Analytical & Detail Oriented
  • Practical Decision Making
  • Problem Resolution
  • Interpersonal & Communication 

Schedule:
Flex; including mid shift, afterhours, weekends, and holidays
 
Education:
Associate’s Degree; Technical or Business Certification: ITIL Foundations (preferred) Clearance: Public Sector (ability to obtain)

Experience:
0 – 2 years 


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GDH Consulting, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran’s status or any other category protected by law. In addition to federal law requirements, GDH Consulting, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and/or employees. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training.