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This position is Remote and can be located anywhere in the United States!

Service Express is looking for a talented professional who wants the opportunity to serve as a Teradata Hardware Support Specialist for our organization.  

The role of Teradata Support Specialist is to provide quality Level 2 Technical Support to Service Express’ Field Service Engineers, Support Engineers, and other Service Support Engineers. This includes providing Level 2 Support on all Teradata platforms. Additional product families can be added through ongoing self-driven and guided skill development. Level 2 Teradata Support Engineers will provide software and hardware support on Teradata Platforms defined by Service Express. This includes refining current product offerings by adding additional skillsets as needed.

Here’s what this position is all about:

Support Call Handling 

• Act as the last point of escalation for Service and Support issues relating to Teradata products. 
• Guarantee internal support to Field Service Engineers and Level 2 Teradata Support Engineers by responding to received support calls within 15 minutes and providing quality assistance. 
• Guide and advise Field Service leadership and other internal departmental personnel (Product Support, Technical Solutions Advisors, Hardware Solutions Engineers etc.) on best practices and cost-conscious sustainable solutions and support options. 
• Act as ‘Trusted Advisor’ to customers on regular basis. Providing value-added support solutions while being conscious of bottom-line impact for both Service Express and the customer. 
• Consult with users and customers internally and externally across various functions to engage in system analysis and determine functional support and solution specifications. 
• Confirm A, B, C action plans & next steps within escalated support tickets.  
• Document in a timely fashion all actions and resolutions on Support tickets to maintain cross communication between service departments. 
• Participate and provide on-call availability for 24×7 customer needs as part of a scheduled rotation. 
• Responsibly implement corrective action for equipment failures while under extreme pressure. 
• Engage other departments when appropriate by customer needs (i.e., Purchasing, Product Support, Sales). 
• Capable of interpreting maintenance manuals to effectively troubleshoot technology issues that arise and partner with engineering team to resolve complex matters. Determine appropriate escalation contacts as needed.  

Job Responsibilities 

• Consistently meet expectations and objectives set forth by the Service Express Performance Management system: scorecards, quarterly 5/15’s and ROIs. 
• To understand and fulfil the responsibilities for secure management of personal data of both internal and external customers in line with the EU General Data Protection Regulation 2018. 
• Act professionally always while interacting with colleagues, customers, and leadership. 
• Act as the final escalation point for Teradata support within Service Express 
• Documentation creation & curation: 
• Support Knowledge Base (SKB) 
• Service Essentials 
• Services Catalog 
• Critical Situation Management 
• Ability to confidently navigate difficult technical and customer situations and while communicating with leadership. 
• Time Management Development 
• Collaboration with Product Development – Research, development and implementation of new hardware and software support services. Service development focused on new platforms. 
• Ability to setup and configure Teradata platforms supported by Service Express 
• Inter-connectivity setup and troubleshooting between storage and Teradata. 
• Perform software support on Teradata platforms as defined within the Services Catalog 

Configuration and Troubleshooting 

• Candidate to possess mastery of L2 Configuration and Troubleshooting skillsets
• As needed by customers and engineers, assistance and expertise on the following configuration and troubleshooting: 
• Logical Volume Management, RAID Repair & Troubleshooting,  
• Identifying and decoding error information 
• Ability to troubleshoot a down system. 
• Minimum configuration 
• POST error codes. 
• Knowledge surrounding system boot order and system states. 
• Snapshot creation, management, and troubleshooting. 

Advanced Configuration and Troubleshooting 

• Deployment of new installations 
• Connecting storage platforms to Teradata infrastructure 
• Upgrade and compatibility advice and assistance. 
• Ability to navigate and work within virtual environments. 
• Hyper-V, VMware, RHEL, SuSE Linux, etc. 
• Network Connectivity 

Supported Products *Including but not limited to: 

• Teradata Appliances (2800, 6×00, IntelliFlex), Active EDW 
• All X-86 Servers (Dell PowerEdge, HP ProLiant, IBM x-series) 
• IBM Entry-level and Midrange servers 
• Sun Oracle High End, Midrange, X86, and X64 Servers 
• Network connectivity. (Ethernet, Inifiniband) 
• Hardware Installation 
• Cisco UCS 
• Disk Storage Systems (Dell/EMC, NetApp, Brocade, Tape Backup) 

What we are hoping you can bring to the Service Express team…

• Education: High School Diploma and 3 years of technical training preferred or equivalent related work experience 
• Experience: 5-10 years’ proven experience in Teradata hardware and related OS support 
• License/Certifications: At least 1 industry certification of Professional or higher (Entry level certs such as Server+ do not count) 
• Software: Familiarity with Windows, Unix, and Linux is required 
• Hardware: Experience with the following Teradata types is preferred:  Teradata Appliances (2700, 2800, 6×00, IntelliFlex) 
• Exceptional project management skills and the ability to lead complex, multilayer projects. 
• Strong written and verbal communication skills 
• Outstanding problem-solving skills and drive to grow technically. 
• Demonstrated customer service skills. 
• Resourceful in utilizing all available tools and resources to assist customers with issues. 
• Refined coaching and mentoring skills 
• CompTIA Server+ (6 months postdate of hire, if not already achieved)
• CompTIA Network+ (12 months postdate of hire, if not already achieved)
• Linux – LPIC (18 months postdate of hire, if not already achieved) 
• Valid driver’s license, registration and insurance are required. 

We Offer:

• Workplace flexibility that empowers our employees
• Personal growth and advancement opportunities
• Paid volunteer hours and birthday off
• Several health insurance offerings that start on day one
• 50% health club membership reimbursement
• Company 401k match
• Salary Range: $85k-$110k based on experience

 

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