上海EMC项目招聘Upgrade Engineer

sa198363

上海EMC项目招聘Upgrade Engineer
要求：3-4年工作经验，本科以上，熟悉LINUX/UNIX,英语良好，工作地点在上海，有意者请发简历至1483442167@qq.com
Top soft skills requirements:
Project management -- Every upgrade is considered a project. The role requires a High Level of Administration Support, update database, handling high level escalations, etc. Contractors should understand this is part of the requirement and be willing to provide the support necessary.

RESPONSIBILITIES:
The candidate will be responsible for performing remote initial contact, Pre Checks for Upgrade Activities, information gathering and scheduling for upgrade activities for EMC systems installed globally in the field. As part of the upgrade process the candidate will also verify the configuration and health of the installed solution prior to scheduling a software upgrade

Our goal is to build strong relationships with our customers by meeting or exceeding their expectations with an attitude of ownership, accountability, and sense of urgency. In this role the candidate will be responsible for maintaining excellent customer satisfaction by providing world class customer support. Documentation of software upgrade related activity, expanding knowledge of the Avamar or EMC product line, utilizing standard tools, procedures and available resources are essential components of the job function.

EXPERIENCE:
Minimum 1 - 2 years experience in Customer Service / Upgrade Projects

REQUIRED QUALIFICATIONS:
Good communication skills, both written and verbal
Ability to work independently and with a strong sense of urgency--manage priorities, follow-through on issues until closure
Ability to learn quickly and apply new knowledge and skills immediately
Trustworthy and ability to work honestly with little or no supervision

Must be able to demonstrate ability to deliver Project related time bound activities
Must be proficient with Microsoft Excel, Word, PowerPoint and Outlook
Must be proficient with using remote based access tools such as WebEx


Upgrade Engineer
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