Tech Support Engineer III: EMC Corp.

Tech Support Engineer III

Decho is dedicated to helping people protect, manage and enrich their “digital echo” – the valuable and ever-growing body of personal, digital information that reverberates through our lives. Backed by the storage giant, EMC, we are uniquely poised to continue expanding our position and take this very exciting business to newer heights – with your contribution. If you thrive in a challenging, fresh, and innovative environment, take a look at this opportunity within Decho:

GENERAL SUMMARY
Applies advanced systems level technical expertise to resolve standard to complex systems level 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.

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 diagnostic tools and techniques used in problem resolution. May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other DechoTechnical Support co-workers as appropriate.
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.
Continues to develop technical and business knowledge related to Decho products. Makes a recommendation to higher level technical support engineers or management for improving processes, standards and strategies. Regularly submits content to the knowledge database. May review and approve submitted content to the knowledge database.

SKILLS

• 7 years or more of in-depth technical support experience.


• 5 years of direct interfacing customer service experience.


• Prior experience in a SW development role


• Associates or Bachelor’s degree from an accredited school.


• Advanced computer knowledge and troubleshooting techniques (both hardware and software).


• Excellent communications skills.


• Willing to work some weekends and late shifts.


• Advanced understanding of networking protocols.


• Advanced understanding of standard troubleshooting tools.


• Practical knowledge of encryption technologies.


• Intermediate understanding of network administration, particularly regarding SMB, NFS, and storage area networks.


• Advanced ability to analyze and understand error logs.


• Familiarity with typical software development processes.


• Familiarity with large-scale software deployment.


• Scripting or programming experience


• 3 years or more of MAC or Linux experience


• 7 years or more of Windows experience


• Skilled at negotiating stressful situations and employing resources to minimize escalations

• Bachelor’s Degree in CS, ISYS, or other technical field.


• Ability to take on a leadership role.


• Technical certification such as CCNA, MCSE, Linux +


• Experience as a trainer

EMC Corporation (NYSE: EMC) is the world's leading developer and provider of information infrastructure technology and solutions that enable organizations of all sizes to transform the way they compete and create value from their information. Information about EMC's products and services can be found at www.EMC.com.

If you're looking to make a difference, not just in technology but wherever people live and work, to advance what's possible and move the world forward, to work with the sharpest minds in information-come to EMC. And if you're looking for greater balance in your life, we can help there too with healthy work styles, full tuition reimbursement, personal wealth-creation support, and unlimited opportunities to do important and exciting work in IT. For more information on careers at EMC and to apply, click here.

EMC values an inclusive work environment where every employee is encouraged to share their ideas and talents, so we can leverage our diversity. From our diversity, EMC draws the strength to be a world-class company.

EMC is committed to creating an environment of inclusion that has many dimensions-cross-geography, cross-organization, and across traditional lines of difference, such as gender, sexual orientation, ethnicity, and race.

Thanks,
EMC Team