[招聘] EMC 上海 内部推荐职位 - Global Technical Support Engineer

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[招聘] EMC 上海 内部推荐职位 - Global Technical Support Engineer

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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