Provides a high level of customer satisfaction through the effective delivery of technical support and service programs for On-Prem and OCI customers. Customer support specifications may include product performance / maintenance, product installation, project management, site planning and professional services. Pro-actively coordinates resources, problem resolution, problem escalation, and the use of system level diagnostics. Understands hardware support processes(installation, upgrades, break/fix) and options that are linked with the customers specifications and requirements. Able to identify and solve a wide range of problems. Needs a 24-hour commitment to support customer specifications which will also be fulfilled by participation in the regional standby rotation.  Works primarily at customer and OCI sites. Role includes supporting less experienced technicians as required to meet SLA requirements.

Career Level - IC4