[猎头代招]某500强急招技术支持，要求英语好

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有兴趣联系我：（最好加QQ不要加MSN，因为好像MSN不太稳定）

TEL: +86-021- 6360.1166-620
CELL: 15121020446
MAIL: Gina.ji@e4u.cn
MSN: Gina_rudan@163.com
QQ：2311676449

工作地点：上海，team的话可以私聊，需要调班

公司为500强，专注存储~福利待遇很好，薪资也不错，一些细节我们可以私聊呗^_^

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所有Team的不同要求我都贴出来吧~供大家参考

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1. (Senior)Technical Support Engineer-SSG


General Summary:
•        Applies systems level technical expertise and language ability in quickly resolving standard to moderately complex systems level customer issues.
•        Provides resolutions to an assortment of problems of moderately complex scope and uses judgement within defined practices and procedures.
•        Works as a member of a team to provide support and expertise for both pre and post sales support activities for EMC products.
•        Able to communicate effectively in language of country primary support.
•        Identifies, records and proactively revises current procedures to improve customer satisfaction.

Principal Duties and Responsibilities:
•        Applies technical expertise using standard operating and diagnostic protocols to quickly resolve standard to moderately complex system level issues that are negatively impacting product performance at EMC customer sites in support of internal and external customers. Documents and reports design, reliability and maintenance issues.
•        Effectively communicates procedural and routine technical issues to internal and external customers in a highly stressful 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 remote support personnel, Field and, as appropriate, Customers. Contributes to centralized problem identification and resolution database.
•        Participates in problem recreation and failure analysis of systems level problems. 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.
•        Identifies the need for and provides input to training programs and/or serviceability enhancements within the Field and Technical Support Departments. Contributes to and reviews training materials and procedural documentation for accuracy.
•        Willing to work a 7 day week roster and to be called upon during off-hours to become actively involved in resolving a customer issue. Occasional travel, often on short notice, is expected.
•        Communicates effectively in local language to internal and external customers.
•        Assist in identifying the need for and development of timely, highly focused and localized training programs. Including both preparation and delivery in local language.
•        Performs other duties as assigned.

Skills:
•        Position prefers a Bachelor of Science Degree in Computer Science/related field or equivalent industry related experience.
•        Candidate must demonstrate working knowledge with major software/hardware vendor support methodology and procedures, strong working knowledge of one or more specialty areas within customer support such as Networking, UNIX, Windows, Software and Open Systems Host and reacts quickly to interrupt driven workload and handles multiple tasks simultaneously.
•        Candidate must demonstrate excellent customer service skills, organizational, interpersonal communication and presentation skills, including strong sense of urgency, tact and professionalism. Must have the ability to work independently, with minimal supervision and possess excellent research/technical skills.
•        Internal candidates should demonstrate specific knowledge of EMC products. Familiarity with Customer Service Technical Support environment is preferred.
•        Remote support position
•        Willing to work a 7 day week roster
•        Occasional travel required for training or to site to support customers who have problems.
•        Would be expected to deliver training / share knowledge
•        Needs to be able to work as part of a team

Specific Requirements:
•        Installation and troubleshooting UNIX environments
•        In depth experience of at least two of the following areas:
1.        Advanced Sun Solaris
2.        Advanced Hewlett Packard HP-UX
3.        Advanced IBM AIX
4.        Advanced Linux (Redhat and SUSE)
5.        Advanced Tru64
6.        Advanced OpenVMS
7.        Knowledge of Mainframe beneficial, but not mandatory
8.        Knowledge of Clustering
1.        SunCluster
2.        VCS
3.        HACMP
4.        HP ServiceGuard
5.        OpenVMS clustering
6.        Linux Clustering
7.        TruCluster
9.        Database knowledge  (particularly Backup & Recovery)
1.        Oracle
2.        Informix
3.        DB2
•        Data replication, backup & recovery experience desirable
•        Vendor Certification beneficial but not mandatory
•        Good working knowledge of IP, iSCSI and fibre channel protocols
•        Knowledge of EMC DMX or Clarion storage arrays or connectivity to 3rd party storage arrays.

Recommended Education Required: Bachelors (or equivalent experience)
Recommended Experience Required: A minimum of 3 years in a Systems Administrator or equivalent role in the support of two or more of the areas outlined in the Specific Requirements above.
Language Ability: Fluency in English is a must.

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2. Technical Support Engineer-Avamar

Avamar Introduction:
EMC Avamar backup and recovery solutions transform the entire data protection process using patented global, data de-duplication technology. Avamar identifies redundant sub-file data segments across servers, systems, and sites worldwide, ensuring that backup data is stored only once. Unlike traditional solutions, Avamar provides daily full backups that can be quickly recovered in just one step – eliminating restoring full and subsequent incremental backups to reach the desired recovery point.
Avamar offers flexibility in solutions deployments, depending on the specific use case and recovery requirement.  There are two convenient physical deployment options – EMC Avamar Data Store and Avamar software with EMC-certified hardware.  For environments that have standardized on VMware virtual infrastructure, there is EMC Avamar Virtual Edition for VMware. Its backup environment includes all sorts of OS, database, NAS device and virtual environment.
Team Description:
Avamar team currently have 24 in-seat TSEs covering both APJ (6am to 3pm China Time) and EMEA (2pm to 11pm China Time) shifts. Each team member takes rotations every1.5~2 months to be on different shift. Avamar team support global customers from US, Europe, Middle East, Australia, Singapore, Greater China and all other countries via telephone, email, chat and webex.
Team work and individual development is what we value most in Avamar team.
Responsibilities:
• Represent EMC and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding solutions for technically complex problems identified in EMC products.
• Solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty; that may include support of additional product line. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
• Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.
• Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.
• Consistently share best practices with team members. Act as technical resource for broad and complex issues, and may typically be assigned to moderately strategic accounts. Developing and deliver “in depth” technical training to other engineers.
• Write complex technical articles and sample programs for E-Knowledge base.
• Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
• As a 24X7X365 organization shift work, holidays and on-call responsibilities may be required.
Languages:
• Excellent written skills and verbal communication skills in English.
• Acceptable communicational skills in Mandarin.
Education Requirements:
Bachelor’s degree or above in Computer Sciences/ Engineering from a reputed University/Institute
Qualifications:
• Ability to work independently, learns quickly, and be proactive.
• A passion for customers and a strong desire/interest to handle a variety of technical and business issues for customers including very basic issues and political and complex issues, and issues that are ambiguous and require identification.
• Superior analytical and problem solving skills. Strong Ability in multi-tasking and prioritize work environment.
• Effectively communicate on a peer level with IT professionals within customer accounts to quickly and accurately recommend and communicate solution strategies.
• Facilitate timely resolution of customer’s problems by logging and maintaining status of problem and problem resolution in call tracking system.
• Effectively document and communicate customer questions, issues, and requirements to support management, product management and development.
Work Experience Requirements:
• Architectural understanding of one or more operating systems (Windows, NT, HPUX, Solaris, AIX, Linux, NetWare).
• Architectural understanding of networking knowledge (DNS, Domain, AD, TCPIP, UDP).
• A minimum of one (1) year of technical support experience facing internal and externals customers at the enterprise level.
• Working knowledge in the area of storage technologies such as RAID, Fiber Channel, Tape Libraries and Backup Software is a plus.
• Architectural understanding of one or more relational databases (MS Exchange, Oracle, SQL, Lotus Notes) and posses ability to analyze and tune databases and operating system performance is desired.

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3. Sr Technical Support Engineer-Networker

Responsibilities:
•           Represent EMC and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding solutions for technically complex problems identified in EMC products.
•           Solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty; that may include support of additional product line.  Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
•           Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.
•           Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.
•           Consistently share best practices with team members.  Act as technical resource for broad and complex issues, and may typically be assigned to moderately strategic accounts. Ability to develop and deliver “in depth” technical training to other engineers.
•           Write complex technical articles and sample programs for eknowledge base.
•           Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.

Qualifications:
•        Excellent written skills and verbal communication skills.
•        Ability to work independently, learn quickly, and be proactive.
•        A passion for customers and a strong desire/interest to handle a variety of technical and business issues for customers including very basic issues and political and complex issues, and issues that are ambiguous and require identification.
•        Superior analytical and problem solving skills.  Able to prioritize their work and that of others, as well as multi-task.
•        Ability to utilize various diagnostic utilities to review customer data and provide engineering targeted problem areas. This would include tools such as Regmon, Filemon, Windbg, and other custom and third party diagnostic utilities.
•        Effectively communicate on a peer level with IT professionals within customer accounts to quickly and accurately recommend and communicate solution strategies.
•        Facilitate timely resolution of customer’s problems by logging and maintaining status of problem and problem resolution in call tracking system.
•        Document issues, resolutions, and specific implementation scenarios in the knowledge database
•        Effectively document and communicate customer questions, issues, and requirements to support management, product management and development.
•        Interact with customers in a polite and professional manner
•        Set priorities and handle them accordingly.
•        As a 24X7X365 organization shift work, holidays and on-call responsibilities may be required.

Work Experience Requirements:
•        Three (3) years or more of network storage or backup applications technical support experience or similar work experience in supporting network security products.
•        A minimum of four (4) years of technical support experience in supporting products at the enterprise level.
•        Strong working knowledge in the area of storage technologies such as RAID, Fiber Channel, Tape Libraries and Backup Software.
•        Strong troubleshooting skills with proven ability in trouble shooting, resolution of the issues and debug data analysis. Preferably with work experience in using network analyzers and trouble shooting.
•        Architectural understanding of one or more operating systems (NT, HPUX, Solaris, AIX, Linux, NetWare)
•        Architectural understanding of one or more relational databases (Oracle, SQL, Sybase, Informix, Lotus Notes)
•        Ability to analyze and tune relational database and operating system performance
•        Strong Networking skills.

Education Requirements:
Bachelor’s degree in Computer Sciences/ Engineering from a reputed University/Institute.

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4. (Senior)Technical Support Engineer-RCM

General Summary
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 technical problems. 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 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 are must.
•        Continues to develop technical and business knowledge related to EMC products.
•        Performs other duties as assigned.
Skills
•        Position prefers a Bachelor of Science Degree in Computer Science, Engineering, or equivalent industry related experience.
•        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.
•        Ability to support and communicate with customers over the phone or preferred communication method by customer.
Education Required: Bachelors (or equivalent experience)
Experience Required: 3-4  Years
Tech Skills: Strong Linux skill is a MUST
Language Skills: English fluent

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5. (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.

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6. Technical Support Engineer-VNX

GENERAL SUMMARY
The Technical Support Engineer (TSE) will work directly with local and/or global customers and EMC support personnel via e-mail, phone, and remote desktop software to provide technical assistance towards the prompt resolution of complex technical problems. To achieve that, TSE needs to work with global resources to reduce time to restore and provide problem resolution. TSEs will support the full line of EMC’s most cutting-edge VNX storage products.

PRINCIPAL DUTIES AND RESPONSIBILITIES
•        Represent EMC and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding solutions for technically complex problems identified in EMC products.
•        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.
•        Consistently share knowledge and best practices with team members. Act as technical resource for broad and complex issues. Ability to develop and deliver “in depth” technical training to other engineers.
•        Develop, compose complex technical articles or solutions for knowledge base. Make recommendations to higher level technical support engineers or management for improving processes, standards and strategies
•        Validates technical information and issues early warnings and disseminates information as needed.
•        As a 24x7x365 organization shift work is required including weekends and holidays.
•        Performs other duties as assigned.

TECHNICAL COMPETENCE
•        SAN storage or NAS storage product (especially EMC VNX/Clariion/Celerra) knowledge
•        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 plus
•        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.

PROFESSIONAL EXPERIENCE
•        2+ years experience in identified technical areas.
•        Candidate must demonstrate working knowledge with major software/hardware vendor.
•        Team operation management experience is a plus

EDUCATION
•        Bachelor of Science Degree in Computer Science, Engineering or equivalent industry related experience.

LANGUAGE
•        Excellent written skills and verbal communication skills in both English and Mandarin.

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7. Technical Support Engineer(Documentum) -GTS IIG
General Summary:
Applies general systems level technical expertise to standard to moderately complex systems level customer issues. Customer issues may be received by Support Centres through voice initiated technical calls from EMC Customers, 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.
•        Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
•        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.
•        Performs other duties as assigned.
Skills:
•        Position prefers an Associate or Bachelor of Science Degree in Computer Science, Engineering, or equivalent industry related experience.
•        Candidate must demonstrate working knowledge with major software/hardware vendor support methodology and procedures.
•        Candidate must demonstrate ability to react quickly to interrupt driven workload and handle multiple tasks simultaneously.
•        Candidate must demonstrate excellent customer service skills, which include 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.
•        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.
•        Education Required:   Bachelors (or equivalent experience)
•        Experience Required:   2+ Years
•        Physical Requirements:   No
Other: Travel may be required.
            Language Skills Desirable.
            May be required to change work patterns as business dictates.

Technical Skills:  
-        Developer experience of Java or .Net required
-        Ability to install, configure and maintain one or more operating systems (Windows, Linux, HP/UX, Solaris, AIX)
-        Ability to install, configure and maintain one or more relational databases (Oracle, SQL*Server, Sybase, DB2)
-        Thorough understanding of SQL
-        Understanding of Object Oriented Architecture
-        Understanding of Client – Server Architecture
-        Knowledge of Workflow a benefit

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8. (Sr)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.