[Urgent]Technical Support Engineer IV - 2013/10/16

Technical Support Engineer IV - 2013/10/16

Key Skill Requirements: 
• 8+ years working experience
• In depth understanding of SAN theory (Fiber Channel, FCIP, FCoE)
• In depth understanding of SAN implementation, optimization, configuration
• In depth understanding of storage virtualization technology

Base: Shanghai

Please send your resume to: perioct@hotmail.com

 

GENERAL SUMMARY

• This position is a technical support position whose main role is technical customer support of EMC products.

This candidate will support SAN switch, VPLEX, Invista and other EMC products involved in "Cloud Computing". Candidate will work connectivity issues related to various EMC storage products, SAN products and a wide variety of host operating systems. Brocade or Cisco switch experience is a plus.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Applies technical expertise using standard operating and diagnostic protocols to resolve standard to moderately complex system level issues that are negatively impacting product performance at EMC customer sites. Identifies, documents and escalates customer issues.
• 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 with the Field and, as appropriate, to Customers. Contributes to centralized problem identification and resolution database.
• May assist in 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.
• May identify and interpret interoperability and support matrixes. Provides input to training programs and/or serviceability enhancements as requested by the Field and Technical Support Departments. Reviews training materials and procedural documentation as requested.
• 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.
• As a 24X7X365 organization shift work, holidays and on-call responsibilities may be required.
• EMC Proven Professional Certification desired.

Core Requirement:

• 8+ years working experience
• In depth understanding of SAN theory (Fiber Channel, FCIP, FCoE? )
• In depth understanding of SAN implementation, optimization, configuration
• In depth understanding of storage virtualization technology
• In depth understanding of data backup/restore technology
• In depth understanding of storage high availability technology
• Linux/Unix Systems Administration is a strong plus
• Knowledge of storage arrays (Symmetrix, VNX, Clariion)

SKILLS Required:

• Ability to work in a high-pressure environment.
• Customer Service skill.
• Troubleshooting skills.
• Customer focused.
• Interpersonal skills.
• Presentation skills.
• Understanding of EMC's products and their value added to the customer.

Education Required:

• Bachelors in Computer Science, Engineering, or equivalent industry related experience