Tech Support Engineer II

Job Location: Shanghai, China

GENERAL SUMMARY
Applies general systems level technical expertise to standard to moderately 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 an assortment of technical problems. Provides validated technical information, support process instructions and special support requirements to the customer base. 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 proactively revises 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 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.
SKILLS
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.

Job ID: 116108BR

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