Tech Support Engineer III: EMC Corp.

Tech Support Engineer III

GENERAL SUMMARY
Applies advanced systems level technical expertise to resolve standard to 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. 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 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.
Identifies and interprets interoperability and support matrixes. Identifies, reviews, creates and delivers timely and highly focused training programs and/or serviceability enhancements within the Field and Technical Support Departments.
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. As a 24X7X365 organization shift work, holidays and on-call responsibilities may be required.
Continues to develop technical and business knowledge related to EMC 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. Regularly reviews and approves submitted content to the knowledge database.

EMC Proven Professional Certification desired.
SKILLS
Communication skills.
Analytical ability.
Knowledge of job associated programming languages.
Detail oriented.
Ability to work in a team environment.
Ability to work independently.
Vendor management skills.

EMC is an Equal Employment Opportunity employer that values the strength diversity brings to the workplace.

EMC does not accept unsolicited Agency Resumes. EMC will not pay fees to any third party agency or firm that does not have a signed "EMC 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