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* Job Title/Grade: Senior Tech Support Engineer
* Business Unit/Team: DataDomain
* Position opening: 4
* Location: Shanghai
* Send resume to: herohj@yeah.net
GENERAL SUMMARY
Will troubleshoot and resolve technical problems for Data Domain customers in a centralized call center environment. Will develop and maintain good working relationships with the established customer base in line with company values and expected behaviors. Duties include but are not limited to:
1. Troubleshoot, manage and resolve customer problems related to the Data Domain product family.
2. Assume ownership of customer problems and work with Development Engineering as required to drive problem resolution.
3. Develop an in-depth understanding of customer environments and requirements as it applies to customer backup applications and operations.
4. Able to troubleshoot configuration and performance issues for NAS, SAN and SAN fabrics.
5. Familiar with Unix and Windows system administration including configuring NAS and SAN storage and tape devices.
6. Work with 3rd party service providers in the process of analyzing and resolving customer issues.
7. Do problem replication and diagnosis for problems of a long duration as defined by team practices.
8. Do on-site problem isolation as required, (some travel required).
9. Fluent in both Spoken & Written English as well as one of either Mandarin, Korean, Japanese
9. Participate in the 24×7 On-call rotation.
10. Participate in 24×7 shift rotation
REQUIRED SKILLS
• The ideal candidate will possess 5-10 years Technical Support experience and be able to demonstrate knowledge in the installation, configuration, analysis and troubleshooting of Microsoft Windows Server, Active Directory, Red Hat LINUX, and Solaris.
• Experience with backup software applications (Veritas, Legato, CommVault etc.) a BIG plus. Also, Perl, HTML and web development skills a plus as well as experience with Salesforce CRM.
• The candidate must be highly focused on quality and on providing exceptional service to our customers and partners. Candidate must also have excellent written / verbal, communication skills.
• The successful person will be a team player, highly organized, detail-oriented and able to prioritize and handle multiple tasks simultaneously. Proven ability to work in a fast-paced technical support environment is our expectation. |
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发表于 2010-06-12 10:02
