We are looking for a 2nd Level Support Specialist with experience in Managed Services, Saas and Cloud Products. So far, the Service Delivery & Support team is supporting existing Server-Client products like Varian’s ARIA System. For this additional position we need an IT Specialist to specialize on our newer products with in-depth knowledge in Virtualization, Hyperconverge, Saas and Cloud System implemented in Microsoft Azure Platform. Experience with DevOps and Agile processes is desired. This position should be co-located with our engineering to better prepare for challenges related to new technologies and new releases.

Specific Responsibilities

• The Service Delivery and Support Specialist Software Product Support provides 2nd level remote and on site technical support to field engineers, installation engineers, and technical support personnel who are diagnosing, troubleshooting, repairing and debugging complex computer systems, software, or networked and/or wireless systems where standard procedures failed to isolate and fix the problem.
• A SDS SW Specialist collects and reviews technical information for the assigned product line(s) from the field in order to identify improvements in the service process (i.e. Amend / develop existing / new repair procedures) or to create functional documentation for the field.
• He act as an expert in critical situation to defuse volatile customer situations and in cases where a customer escalation was raised, by performing and acting in the highest professional manner in order to re-establish highest customer satisfaction. This requires a high level of professional communication with their team, customers, management, engineering, manufacturing and other technical support.

Other Duties:

• Documenting all support activities into the CRM system
• Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.
• Provides installation and service support and training content during new product roll out and is responsible to ensure feedback is delivered and incorporated into subsequent release.
• Provides technical liaison support for field installation, warranty, and contract service to manufacturing and engineering continuous product and process improvement teams.
• Understands and utilizes internal escalations processes.
• Reports activities in administrative systems to ensure accurate company statistical data on customer-oriented activities.
• May be involved in customer installation and training.

Desired Qualifications

• Graduate of Technical Institute or University in Information Technology or related fields or equivalent education, preferred Bachelor or Master in Computer Science
• Minimum 6 years in the field of Information Technology
• Experience in Customer Support and troubleshooting SW problems in Windows Client-Server architecture and in Virtualized Environments
• Working experience with Microsoft database platform MSSQL server, hands-on experience with TSQL, SQL queries and stored procedures

Skills / Knowledge:

• Indepth knowledge of virtualization technology and hardware application, software as a service (SaaS), Cloud Systems, Microsoft Azure
• Profound knowledge in Windows Client-Server Architecture, Networking
• Windows Operating Systems (Win 7/10, Server 2012/2016), Active Directory and MSSQL Server (MCSE certification is an asset)
• Incident and Problem Management / Customer Support / Troubleshooting
• Strong engineering, logic and problem solving skills in software field, knowledge of agile programming practices like SCRUM
• Willing to travel
• Fluency in English, written and verbal and an additional European language is an asset