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电梯直达

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发表于 2013-03-11 07:12 |只看该作者 |倒序浏览

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.
•

erforms 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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EMC简介
EMC是全球信息存储及管理产品、服务和解决方案方面的领先公司。EMC是每一种主要计算平台的信息存储标准，而且，世界上最重要信息中的 2/3 以上都是通过EMC的解决方案管理的。EMC目前在全球超过50个国家有100个以上的分公司及经销伙伴，拥有全球最大且最专业的储存销售与服务之团队，全球拥有约4万员工的科技巨头。
EMC福利介绍

•20天年假，10天带薪病假
•可以参加员工股票购买项目（ESPP），每半年一次，可以以15%的折扣购买公司股票的收盘价，最多15%的工资比例参与。
•应届毕业生12薪，普通工程师13薪，Senior工程师14薪，以此类推。高级职位的offer会有一些股票的期权。（不是干股）
•公司负责缴纳员工个人部分的三金，所以员工只要缴纳个人部分的公积金就行了。
•公司给员工买了商业保险，员工，员工配偶以及子女可以享受100%的公费医疗报销。
•上海的据点在五角场和新梅广场。北京在中关村清华园等