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gts jd

By Frederick Moore,2014-10-18 02:39
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gts jd

1. (Senior)Technical Support Engineer-NAS

    General Summary

    Applies advanced systems level technical expertise to resolve standard to complex systems level customer issues. Customer issues may be received by Support Centers through automated dial-homes, voice initiated technical calls from EMC Customers, Customer Engineers, or remote maintenance calls and Web Support Calls. Identifies and provides resolutions to a diverse range of complex technical problems. Mentors others in providing validated technical information, support process instructions and special support requirements. Engineers provide problem determination and resolution for customer issues. Develop and implement resolutions to identified problems, and follows standard practices and procedures. Identifies, records and works with management to proactively revise current procedures and tools to improve customer satisfaction. May need to engage or escalate to more senior resources to resolve more complex issues.

Principal Duties and Responsibilities

    * Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to complex system level issues. Identifies, documents and escalates customer issues to senior resources. Uses standard internal and external diagnostic test equipment and product trace and logging procedures.

    * Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution. . Contributes to centralized problem identification and resolution database. Leads efforts in facilitating problem recreation and failure analysis of systems level issues. Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other EMC Technical Support co-workers as appropriate.

    * Identifies and interprets interoperability and support matrixes. Identifies, reviews, creates and delivers timely and highly focused training programs and/or serviceability enhancements within the Field and Technical Support Departments.

    * Communicates effectively to internal and external customers as necessary through a variety of mediums. * Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.

    * Validates technical information and issues early warnings and disseminates information as needed. As

    a 24X7X365 organization shift work, holidays and on-call responsibilities may be required. * Continues to develop technical and business knowledge related to EMC products. * Makes a recommendation to higher level technical support engineers or management for improving processes, standards and strategies. Regularly submits content to the knowledge database. * Regularly reviews and approves submitted content to the knowledge database. * Escalates to senior resource or to engineering all necessary analysis to open engineering defect investigation.

    * Trains and mentors less experienced team members in working technical issues through to resolution * Help to manage the day to day workings of the business including the monitoring of work flow and metrics for the team.

    * Help drive Support projects as assigned by management.

    * Performs other duties as assigned.

Technical

    * Understand Windows system and able to perform administrative tasks related to: Windows Domain, Active Directory, DNS, and Security

    * Understand UNIX/LINUX system and able to perform administrative jobs

    * Have fundamental Networking knowledge and general knowledge in the fields such as OSI model, router, switch, CIFS and NFS protocol

    * Able to think logically and to troubleshoot complex problems using systematic approach * CCNA and MCSE certificate is a strong plus

    * Storage product (especially EMC Celerra) knowledge is a plus

Skills

    * Position prefers a Bachelor of Science Degree in Computer Science, Engineering, or equivalent industry related experience.

    * Pursuing or is established as SME in 2+ identified technical areas.

    * Candidate must demonstrate working knowledge with major software/hardware vendor.

2. (Senior)Technical Support Engineer-GTS Clariion

GENERAL SUMMARY

    ; EMC CLARiiON? Support team is looking for a (senior) support engineer to resolve standard to

    highly complex systems level issues for global customers. This position will require solid technical

    skills, excellent customer communication skills in order to provide a high level of remote support

    experience to our customers.

    ; CLARiiON? is the industry leading mid-range storage system on the market. With its performance

    and scalability, the top enterprises implement Clariion into their SAN environment for their key

    production system. Candidates will focus on supporting the latest series of CLARiiON? /VNX for our

    global customers.

    ; Applies advanced systems level technical expertise to resolve standard to highly complex

    systems level customer issues. Customer issues may be received by Support Centers through

    automated dial-homes, voice initiated technical calls from EMC Customers, Customer Engineers,

    or remote maintenance calls and Web Support Calls. Identifies and provides resolutions to a

    diverse range of complex technical problems. Mentors others in providing validated technical

    information, support process instructions and special support requirements. Engineers provide

    problem determination and resolution for customer issues. Develop and implement resolutions to

    identified problems, and follows standard practices and procedures. Identifies, records and works

    with management to proactively revise current procedures and tools to improve customer

    satisfaction. May need to engage or escalate to more senior resources to resolve more complex

    issues.

    PRINCIPAL DUTIES AND RESPONSIBILITIES

    ; Applies advanced technical expertise using standard operating and diagnostic procedures to

    resolve standard to complex level issues; identifies documents and escalates customer issues to

    senior resources. Recommends and utilizes standard internal and external diagnostic test

    equipment and product trace and logging procedures; provide documentation and direct feedback

    to Field Technical Specialists, Account Managers, Sales and other EMC Technical Support co-

    workers as appropriate.

    ; Monitors and tracks all service calls, provides call status updates at regular intervals and

    communicates status to customers using Call Tracking Databases. Maintains a "closed-loop"

    communication style assuring all appropriate individuals are notified of ongoing issues and

    problem resolution status.

    ; Responsible for sharing all acquired knowledge concerning problem resolutions; leads efforts in

    facilitating problem re-creation and failure analysis systems level issues. Contributes to

    centralized problem identification and resolution databases; may have senior level tasks similar to

    Engineering for assigned product and skills.

    ; Identifies and interprets interoperability and support matrixes; identifies reviews, creates and

    delivers timely and highly focused training programs and/or serviceability enhancements within

    the Field and Remote technical support departments. Effectively communicates procedural and

    technical issues to internal and external customers in a fast paced and customer critical

    environment through a variety of mediums.

    ; Act as a remote customer advocate to champion specific customer needs for code currency,

    reporting and product knowledge in collaboration with field teams. Understands and leverages

    technical communication structure; may be asked to participate in virtual team training and

    product knowledge sharing meetings.

    ; Will participate in the creation and maintenance of eService applications such as: Chat,

    Knowledge-base content, Support Forums, etc. Regularly submits content to the knowledge

    database. Validates technical information and issues early warnings and disseminates

    information as needed.

    ; As a 24x7x365 organization, shift work, holidays and on-call responsibilities; may be required as

    well as occasional travel to customer sites. EMC Proven Professional Certification desired. ; Continues to develop technical and business knowledge related to EMC products. ; Escalates to senior resource or to engineering all necessary analysis to open engineering defect

    investigation.

    ; Trains and mentors less experienced team members in working technical issues through to

    resolution

    ; Help to manage the day to day workings of the business including the monitoring of work flow and

    metrics for the team.

    ; Help drive Support projects as assigned by management.

    ; Performs other duties as assigned.

    SKILLS

    ; Position prefers a Bachelor of Science Degree in Computer Science, Engineering, or equivalent

    industry related experience.

    ; Pursuing or is established as SME in 2+ identified technical areas.

    ; Candidate must demonstrate working knowledge with major software/hardware vendor. ; Candidate must demonstrate ability to react quickly to interrupt driven workload and handle

    multiple tasks simultaneously.

    ; Candidate must demonstrate excellent customer service skills, including organizational,

    interpersonal communication, and presentation skills.

    ; A strong sense of urgency and professionalism is essential.

    ; Must have the ability to work independently and as part of a team, with minimal supervision. ; Must possess excellent research/technical and troubleshooting skills.

    ; Ability to support and communicate with customers over the phone or preferred communication

    method by customer.

    ; Internal candidates should demonstrate specific knowledge of EMC products. Familiarity with

    Customer Service Technical Support and/or customer facing/orientated environments is preferred.

    Other Requirements

    ; Familiar with at least one of the following Operating Systems (HP-UX, AIX, Solaris, Linux and

    VMware)

    ; Familiar with one of the following Fibre Switch (Brocade, Mcdata and Cisco) is a plus ; Familiar with one of storage product from the following vendors (IBM, HP, Netapp) is a plus

    ; Education Required: Bachelors (or equivalent experience)

    ; Experience Required: 5+ Years

    ; Others: Travel may be required.

    ; Language Skills: English fluent

    ; May be required to change work patterns as business dictates.

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