Tech Support Engineer: EMC Corp.

Tech Support Engineer

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:
Provide Tier II level support to Decho customers. Applies general systems level technical expertise to standard systems level customer issues. TSEs provide problem determination and resolution for customer issues. Develop and implement resolutions to identified problems, and follows standard practices and procedures. Identify records and proactively recommend revisions to current procedures improving customer satisfaction. May need to engage or escalate to more senior resources to resolve more complex issues.

RESPONSIBILITIES:

• Resolves complex hardware and software issues via chat, phone and email.
• Responsible for sharing solutions with co-workers including peers and other departments.
• Responsible for providing updates and solutions to forum and knowledgebase administrators
• Motivated to stay abreast of new developments in the storage industry and associated technologies by continuing education and training.
• Develop and implement resolutions to identified problems and follow standard practices and procedures.
• Identify enhancements and product issues and proactively recommend revisions to current procedures in order to improve customer satisfaction.
• Maintain a positive rapport with customers and ensure that all communications are handled in a professional and courteous fashion.

SKILLS:

• 5 years or more of in-depth technical support experience.
• 4 years of direct interfacing customer service experience.
• 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
• 2 years or more of MAC or Linux experience
• 5 years or more of Windows experience
• Skilled at negotiating stressful situations and employing resources to minimize escalations

Desired Skills:
• 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

Decho is an Equal Employment Opportunity employer that values the strength diversity brings to the workplace.
Decho does not accept unsolicited Agency Resumes.
Decho will not pay fees to any third party agency or firm that does not have a signed "Decho Agency Fee Agreement".

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