Solution Architect - Professional Services Team

Pivot3   •  

Rochester, NY

Industry: Technology

  •  

5 - 7 years

Posted 185 days ago

Key Function and roles as an OSR with Pivot3: 

  • System Engineering focus  in Acuity, vSTAC, & Key Enterprise Apps, (Surveillance, VDI, Databases, Backup, Cloud, Big Data)
  • Implementation- Design, deploy, configure and conduct ongoing management of Pivot3 solutions
  • Advanced Services- Annual Upgrades of Pivot3 software, Annual Tune Ups, data migration and Disaster Recovery, network consulting
  • Support Services- Level 1 and 2 Support
  • Project Management on new and future Pivot3 projects
  • Serves as a liaison between Pivot3 Support, Local Sales Teams, & Engineering
  • Onsite Technical Training to organization’s staff
  • 24/7 on call

Your abilities: 

  • The highest levels of enthusiasm to lead customers to a timely, successful resolution of their support requests
  • A self-starter taking initiative in making decisions to better his or her work environment
  • Develop and maintain an extensive working knowledge of Pivot3's solutions; Surveillance and Hyper ConvergedInfrastructure
  • Establish, maintain or follow tech support processes in a timely manner
  • Proven working experience as a project administrator in the information technology sector
  • Able to manage the relationship with the client and all stakeholders
  • Perform risk management to minimize project risks
  • Create and maintain comprehensive project documentation
  • The highest levels of enthusiasm to lead customers to a timely, successful resolution of their support requests
  • Establish, maintain or follow bookings and order entry
  • Proactively stays current with all the latest technologies concerning Pivot3’s products and the underlying technologies
  • Handle issues that have been escalated up from Sales, Customer Support, and Development organizations 
  • Flexibility to work through common product issues 
  • Prioritizes your time across multiple tasks and work independently when required 
  • Listen, comprehend and maintain a professional demeanor during stressful situations
  • Understands the complexity and processes required to run a Professional Services organization
  • Ability to communicate at both the technical and non-technical level with customers, partners and internal staff
  • Leverage industry standard and Pivot3 developed tools as necessary
  • Maintain a high level of motivation to support Pivot3 customer success
  • Strong analytic and troubleshooting skills; mapping symptoms to known issues
  • Strong written and verbal skills
  • Services customers while truly enjoying building the business
  • Innovative ideas and positive “can-do” behavior in the workplace

Minimum Requirements 

  • Bachelor’s Degree in Engineering or a related field or equivalent experience
  • 5+ years of experience supporting data center storage, application deployment, ESXi/VMware, VDI (Virtual Desktop Infrastructure) or converged solutions
  • Established Horizon View and vCenter installation and configuration proven experience
  • 5+ years of experience executing customer facing support in a technical environment
  • Strong knowledge of storage technologies: SAN, NAS, DAS, ISCSI, Virtualization, Backup, Recovery, Replication.
  • Implemented process / tools for case management
  • Rolled out metrics to track customer sat and response rates
  • Excellent knowledge of networking principles and the IP protocol
  • Experience with networking equipment configuration and troubleshooting (CISCO, BROCADE, etc.)
  • VMware experience (VMware certifications VCP 5 or above in Data Center or End User Compute preferred)
  • Knowledge of Windows Server operating system architecture; 2008, 2012 R2 Standard and Enterprise
  • Knowledge of Storage Area Networks and storage hardware (RAID) and ISCSI
  • Exposure to code and ability to understand detailed engineering logs
  • Ability to lift 50 – 75lbs