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Responsibilities:
Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.
Integrate technical knowledge and business understanding to create solutions for customer. Mentor/consult with team members, other organizations, customers, and vendors on complex issues.
Act as a consultant in service delivery business, technology, industry or specific application. Resolve technical and some business incidents independently.
Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends.
Review support plan for business indicators and map to company service solutions.
Develop and grow assigned customer account relationships with complex and strategic accounts.
Assist Mission Critical or project manager in solution formation and lead Mission Critical delivery team in planning, delivering, and managing complex support solutions.
Education and Experience Required:
Bachelor's degree preferred or Associate degree holder (technical field) with 6- 8 years working experience in related fields desired.
Knowledge and Skills:
In-depth knowledge of company and industry standard networked computing environments, operating systems, and applications.
Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.
Experienced knowledge of change management process and tools in complex environment.
Advanced skills in project management, communication, analysis, and presentation.
Expertise in area of focus and knowledgeable of future technology directions. Mission Critical and ITIL certifications.