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Senior Analyst, Enterprise Technical Services

Job Description and Requirements


  • Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.
  • Applies systems analysis techniques and procedures to determine hardware or software systems functionality.
  • Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices
  • uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.
  • As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required.
  • Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.
  • Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions.
  • Understands and uses sphere of influence extending outside of the department.
  • Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate.
  • Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
  • Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.

Required Skills:

  • Bachelors of Computer Engineering or Computer science.
  • 2 to 5 years of relevant experience.
  • French or German language is highly preferable.
  • Virtualization - VMWare relevant work experience.
  • Good knowledge of Storage/ Servers/ Data Center/ Infrastructure.
  • Fluency in advanced troubleshooting skills, methodologies and processes.
  • Broad system application and IT knowledge.
  • High level of Adaptability (ability to quickly learn new technologies as required).
  • Customer facing experience.
  • Ability to work in a high-pressure environment.