[Urgent]Technical Support Engineer IV - 2013/10/18

Technical Support Engineer IV - 2013/10/18

Key Skill Requirements: 
 8+ years working experience
 In depth system level skills with Unix and/or Linux
 In depth system level knowledge of virtualization such as VMware

Base: Shanghai

Please send your resume to: perioct@hotmail.com

 

GENERAL SUMMARY

• This position is a senior technical support position whose main role is technical customer support of EMC solution products.
• This candidate will support VSPEX, Flash and other EMC products involved in "Cloud Computing". Candidate will work on troubleshooting from application layer down to the storage layer related to various EMC storage products and a wide variety of host operating systems.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Applies advanced 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.
• 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.
• 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.
• EMC Proven Professional Certification desired.

Core Requirement:

• 8+ years working experience
• In depth system level skills with Unix and/or Linux
• In depth system level knowledge of virtualization such as VMware
• Knowledge of storage arrays (Symmetrix, VNX or other third party storage) and connectivity is a plus
• Industry experience in building and troubleshooting solutions along with Oracle orSAP DB is a plus

SKILLS Required:

• Ability to work in a high-pressure environment.
• Customer Service skill.
• Troubleshooting skills.
• Customer focused.
• Interpersonal skills.
• Presentation skills.
• Understanding of EMC's products and their value added to the customer.

Education Required:

• Bachelors in Computer Science, Engineering, or equivalent industry related experience