上海EMC招聘-CSS Connectivity—Technical Support Engineer

上海EMC招聘-CSS Connectivity—Technical Support Engineer

在IT行业里,大家都听说过IBM,HP,SAP,ORACLE等等大公司,但是不一定听说过EMC这家做信息存储的公司。在信息存储领域在全世界排名第一,国内有很多大客户,中国移动,淘宝,各大银行,政府机关等等。

相信也有一些人听过这家公司的薪资水平,在业界也还算不错的。除了这个职位之外,对于这家公司其它职位感兴趣的朋友,可以联系我,本人负责内部推荐。

EMC支持支持职位-Connectivity

GENERAL SUMMARY

Applies general systems level technical expertise to standard to moderately 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 an assortment of technical problems. Provides validated technical information, support process instructions and special support requirements to the customer base. 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 proactively revises 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 technical expertise using standard operating and diagnostic protocols to resolve standard to moderately complex system level issues that are negatively impacting product performance at EMC customer sites. Identifies, documents and escalates customer issues.
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 with the Field and, as appropriate, to Customers. Contributes to centralized problem identification and resolution database.
May assist in 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.
May identify and interpret interoperability and support matrixes. Provides input to training programs and/or serviceability enhancements as requested by the Field and Technical Support Departments. Reviews training materials and procedural documentation as requested.
Communicates effectively to internal and external customers as necessary through a variety of mediums.
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.

Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.

  Work on other assigned tasks.
SKILLS
Customer Support Experience
Excellent English language and communication skills
Experience of switch configuration, management and troubleshooting in SAN environment
Willingness and interest to learn new skills
Excellent troubleshooting and problem solving skills
Cisco or Brocade certificate (CCNA,CCIE,etc…) is a strong plus
General Understanding of Windows/Unix/Linux system is a plus
Knowledge of SAN storage products is a plus
Education Required: Bachelors in Computer Science, Engineering, or equivalent industry related experience
Experience Required: 2+ Years

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