[上海]EMC云计算技术支持职位，从事研发想转型做技术支持的童鞋也来看看~~

vivian_ch

所属部门：

EMC 云计算存储 group。

职位说明：

level 2的技术支持，需要直接处理客户的技术问题，若遇到不能解决的问题，直接转给developer团队。主要是cover亚太的客户支持，目前该team由R&D manager管理。




职位要求：


研发背景 must！


3~8年的工作经验。


1 Webservice；2 Linux, server, storage; 3 VMware, Java



从R&D转到technical support的同学，或者做webservice研发的同学如果有意愿转到technical support可以尝试。


英文沟通要好（native）










有兴趣的同学请联系：vivian zhong


电话：021-61645520


MSN： vivi.zhong@hotmail.com

Atmos- Technical support engineer

GENERAL SUMMARY

Looking to be part of an historic opportunity to focus on the future of new technologies in the Cloud? EMC’s newly established Cloud Infrastructure and Services Division is seeking talented engineers with world-class programming, communication and organizational skills to help us make history. Our world-wide search is looking for self-motivated engineers to work in our China COE. If having fun while seeing cutting-edge, new ideas turn into reality is a challenge you want to tackle, and your passionate about making a difference – we’d like to talk to you.

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 advanced technical expertise using standard operating and diagnostic protocols to quickly identify and resolve very complex systems level technical support issues that are negatively impacting product performance at EMC customer sites in support of internal and external customers.
• Identifies, documents and reports design, reliability and maintenance issues Uses standard internal and external diagnostic test equipment and product trace and logging procedures. Follows generally accepted protocols or procedures in diagnosing and resolving very complex customer issues. Applies knowledge and uses judgment to make decisions. Makes a recommendation to higher level technical support engineers for improving processes, standards and strategies.
• Initiates design engineering analysis by providing researched data to open Engineering investigation.
• Is pursuing or is established as SME in an identified technical area;
• Effectively communicates procedural and technical issues to internal and external customers in a highly fast paced and customer critical environment. Maintains a “closed-loop” communication style assuring all appropriate individuals are notified of problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution with the Field and, as appropriate, Customers. Contributes to centralized problem identification and resolution database.
• Leads efforts in facilitating problem recreation and root cause failure analysis. Utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. Provides documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other EMC Technical Support co-workers.
• Identifies the need for and creates timely and highly focused training programs and/or serviceability enhancements within the Field and Technical Support Departments.
• Delivers seminars to EMC employees and/or Customers on EMC product lines. Implements and designs the development of training materials and procedural documentation to improve product quality.
• Trains less experienced team members in working technical issues through to resolution. Could be called upon during off-hours to become actively involved in resolving a customer issue.
• Participates in the change control process to ensure all planned Field activities are successful.
• Keeps informed of all new technical and business developments as information becomes available.
• Validates technical information and issues early warnings and tech tips as needed.
• Uses Knowledge base and experience to determine appropriate action to ensure group activity supports overall customer service objectives.
• Has a heightened awareness of customer base including Top Tier or Sensitive customers
• Accountable for maintaining open channels of communication with design Engineering, developers, etc.
• Communicates effectively to internal and external customers over phone, on conference calls in meetings or on customer sites.
• Responsible for the translation and dissemination of acquired knowledge concerning problem resolution with Field and, as appropriate, to customers.
• Identifies the need for and development of timely, highly focused and localized training programs. Including both preparation and delivery in local language.
• Monitors and tracks all solutions software service calls, provides call status updates at regular intervals and communicates status to customers using Customer Service Call Tracking Databases.
• As a 24X7X365 organization shift work, holidays and on-call responsibilities may be required.
  
  

SKILLS

• Guides customers in best practices and problem resolution.
• Excellent English communication skills; flexibility and strong attention to detail a must
• Candidate must demonstrate excellent customer service skills, organizational, interpersonal communication and presentation skills.
• Software product customer support
• Troubleshooting Linux application and web-based applications.
• Good understanding of Linux, Web Services (SOAP and REST), and networking
• Ability to analyze and understand Error Logs, Configuration files, event logs, etc.
• Ability to use and interpret output from web based performance tools.
• Able to build metrics and use tools to track application system availability, performance and job status.

• Must possess ability to react quickly to interrupt driven workload and handles multiple tasks simultaneously.
• A strong sense of urgency and professionalism is essential.
• Must have the ability to work independently, with minimal supervision

[ 本帖最后由 vivian_ch 于 2009-6-19 14:00 编辑 ]

vivian_ch

UP~

dvcd

地点，how much?

vivian_ch

地点：上海
薪水的话，EMC在业界还是不错的，TBD~

vivian_ch

up~

vivian_ch

up~~

vivian_ch

vivian_ch

vivian_ch

vivian_ch