GENERAL SUMMARY 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 Interfaces directly with customers May need to engage or escalate to more senior resources to resolve more complex issues. After training/learning period, manages own schedule of cases, which includes determining priority levels and sometimes will include negotiating and setting expectations with customers As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required Applies technical knowledge to analyze and use highly technical troubleshooting tools, content and analytical practices; uses operational and diagnostic procedures to resolve issues in unique and sometimes complex customer environments As appropriate, determines which tool(s) to use to resolve issues including running tests 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 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 Participate in eService content creation (self-service) such as Chat, and Support forums Validates technical information and issues early warning and disseminates information as needed
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We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. We encourage applicants of all ages.
**Critical Hiring Criteria:**
Information Technology, Engineering - Software
208 - CLOUD SERVICES
US - Utah - Draper