PowerConnect Consultant

RHONDOS Inc. is looking for a consultant to join our Centre of Excellence within Customer Support & Professional Services. This shift-based, senior technical role owns the full lifecycle of PowerConnect customer support from frontline Level 1-2 incident response through complex Level 3 troubleshooting and root cause analysis while also serving as the technical subject-matter expert for pre-sales proof-of-concept engagements, customer training, installation and upgrade delivery, use case development, and internal SAP systems support. You will contribute to the CoE's knowledge base and diagnostic playbooks, and help continuously improve support processes, deployment automation, and training delivery across the team. Key Responsibilities Shift-Based L1–L2 Support Adhere to the assigned shift schedule, ensuring on-time handovers with thorough and accurate shift notes. Serve as a first point of contact for PowerConnect customer support requests within the assigned shift. Triage, investigate, and resolve Level 1-2 incidents in line with established SLA thresholds and priority rules. Log and maintain accurate records of all incidents, resolutions, and workarounds in the ticketing system. Monitor PowerConnect system health dashboards and proactively identify potential service disruptions. Maintain a shift log of all active issues, pending tasks, and customer communications. Provide structured handover briefings to the incoming shift team, ensuring continuity of open issues. Follow on-call and escalation protocols when critical incidents arise during or outside shift hours. PowerConnect Troubleshooting & Root Cause Analysis Conduct thorough root cause analysis on recurring, high-severity, or business-critical incidents, producing structured RCA reports. Analyze system logs, traces, configuration files, and network data to diagnose deep technical issues. Develop and document workarounds, fixes, and preventive measures based on RCA findings. Collaborate with product engineering teams to report confirmed defects and track resolution through the product release cycle. Build and maintain an internal knowledge base of known issues, resolution patterns, and diagnostic playbooks. Review incident trends across the support queue to identify systemic problems and initiate problem management actions. Pre-Sales & PoC Technical Support Support the technical delivery of PowerConnect proof-of-concept engagements, including environment setup, configuration, and validation against customer-defined success criteria. Respond to deep technical questions from Sales Engineers, prospective customers, and existing customers, providing accurate, well-structured answers on architecture, integration, and product behavior. Join customer calls as the subject-matter expert, providing live technical support on PowerConnect capabilities, configuration options, limitations, and integration scenarios. Analyze customer technical requirements during PoC engagements…