Technical Support Engineer, Level
EMC Corporation
مجموع سنوات الخبرة :2 years, 1 أشهر
Technical Skills : Storage devices and database/software/documentation, VMware vSphere, AD, DNS, DHCP, SMB, NFS, FTP, MS Office, UNIX, LINUX, Networking, Php, MySQL, Apache, HTML5 and Computer Graphics.
Skills exhibited in the job profile:
Good knowledge in System and Storage devices and database/software/documentation.
Worked on VMware vSphere, AD, DNS, DHCP, SMB, NFS, FTP, putty etc
Expertise in UNIX and LINUX implementations.
Ability to work in a high-pressure environment.
Problem solving and troubleshooting skills.
Exhibits confident behavior.
Time management skills.
Ability to work independently.
Summary of the job profile:
Regularly provides technical support expertise in a complex information infrastructure environment with the need to integrate EMC products and systems with other EMC and non-EMC computer systems being operated by customers.
Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both EMC's business operations and the business operations of EMC customers.
Applies technical support expertise to resolve customer issues.
Customer requests may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Partners, remote maintenance calls, internal and field EMC employees, Chat and Web support calls.
Works closely with peers and internal SMEs to increase knowledge and resolve customer issues.
Identifies and provides resolutions to technical problems. Uses trouble-shooting tools, content and analytical practices to help determine best way to resolve identified and unidentified problems.
Principal Duties and responsibilities exhibited in job profile:
Interfaced directly with customers, managed own schedule of cases which includes determining priority levels and sometimes will include negotiating and setting expectations with customers.
Applied technical knowledge to analyze and use highly technical troubleshooting tools, content and analytical practices; used operational and diagnostic procedures to resolve issues in unique and sometimes complex customer environments.
Effectively communicated procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
Maintained a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
Responsible for sharing acquired knowledge concerning problem resolution with others to be used in future problem resolution.
Participated in eService content creation (self-service) such as Chat, and Support forums.
Validates technical information and issues early warning and disseminates information as needed.
