+ **GENERAL SUMMARY:** Applies advanced systems level technical expertise to resolve highly complex systems level customer issues. 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.
+ Uses independent judgment to accomplish objectives.
+ Accepts escalations from other technical team members as a subject matter expert, shaping group operations with depth of knowledge.
+ Works closely with Engineering and other technical business units to increase knowledge and resolve customer issues.
+ Identifies and provides resolutions to a diverse range of complex technical problems.
+ Mentors others in providing validated technical information, support process instructions and special support requirements.
+ Engineers provide problem determination and resolution for customer issues.
+ 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 more complex issues.
+ Develops broad knowledge of the organization’s mission and strategy and relates it to day-to-day issues.
+ Challenges existing processes based on industry best practices, enhances these for the benefit of all.
+ **PRINCIPAL DUTIES AND RESPONSIBILITIES:** Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues.
+ Identifies documents and escalates customer issues to senior resources.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 may provide senior or
+ Expert level tasks similar to Engineering for assigned products or skills.
+ Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions. Identifies, documents and reports design, reliability and maintenance issues.
+ Gains support and commitment from others and mobilizes people to take action.
+ Understands and leverages EMC''s technical communication structure. Sphere of influence extends well outside of the department.
+ 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.
+ 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 may be requiredmakes a recommendation to higher level technical support engineers or management for improving processes, standards and strategies. Regularly submits content to the knowledge database
+ **SKILLS:** Strong technical knowledge and experience with networking troubleshooting.
+ In-depth understanding of TCP/IP networks, subnetting, and routing.
+ Knowledge of SMB protocol.
+ Knowledge of troubleshooting networking issues via Wireshark.
+ Strong Windows skills.
+ Experience solving permissions based issues (NTFS and share).
+ Knowledge of Kerberos authentication.
+ Understanding of Active Directory architecture and trust relationships.
+ Proven customer service skills.
+ Will be providing remote support for very large customers that could have millions of dollars in jeopardy.
+ Customer first attitude, willing to go the extra mile for customer satisfaction.
+ Able to perform and maintain attention to detail while under pressure.
+ Desired that candidate has Linux/Unix familiarity.
+ Knowledge of Posix based permissions.
+ Familiar with Linux/Unix commands and switches.
+ Understandings of UNIX file structure.
Broad knowledge of many and/or deep expertise in one or more of the following:
+ HDFS (Hadoop)
+ System Administration
+ Backup Solutions:
+ Fiber Channel
+ TCP packet analysis/Networking
+ File Systems
When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.
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:**
Customer Service & Support
200 - STORAGE CORPORATE
US - Massachusetts - Hopkinton