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EMC Computer Systems
  Company Profile
EMC provides the technologies and tools that can help you release the power of your information. We can help you design, build, and manage flexible, scalable, and secure information infrastructures. And with these infrastructures, you'll be able to intelligently and efficiently store, protect, and manage your information so that it can be made accessible, searchable, shareable, and, ultimately, actionable.

You can also use EMC information infrastructure as the foundation for implementing your information lifecycle management strategies, securing your critical information assets, leveraging your content for competitive advantage, automating your data center operations, reducing power and cooling costs, and more.

 
  Job Details 
Title: 

Tech Support Engineer - Bangalore, Karnataka

Posted On:  7/12/2018 4:30:36 AM
Designation: 

Tech Support Engineer

No. of vacancies:  2
Qualifications:  Bachelor Degree
Essential Skills: 
Not specified
Minimum Total Experience:  3
Job Tenure:  Full-time Only
Salary Offered:  DOE
Job Location:  Bangalore Karnataka India

  Job Description
Regularly provides technical support expertise in a complex information infrastructure environment with the need to integrate EMC products and systems with other EMC and non-EMC computer systems being operated by customers. Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both EMC's business operations and the business operations of EMC customers. Applies technical support expertise to independently diagnose and resolve complex customer issues involving unique systems and environments and unique operational issues. Customer requests may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Partners, internal and field EMC employees, Chat and Web support calls. Accepts escalated requests from other technical team members; makes independent decisions to determine service level severity and assess when and how to escalate to other resources. Works with cross functional teams in resolving customer issues; identifies and provides resolutions to a diverse range of technical problems. Acts as a remote customer advocate and provides problem determination to resolve customer issues. Identifies and documents with management to proactively revise current procedures and tools to improve customer satisfaction. Helps develop and participates in training and skills development of others

Applies systems analysis techniques and procedures to determine hardware or software systems functionality

Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments

Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues

Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate

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 that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status

Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions

Reviews technical solution articles for accuracy and completeness, and give feedback to the authors

Acts as a remote customer advocate to champion specific customer needs in collaboration with field team

Understands and uses sphere of influence extending outside of the department

Participating in and possibly leads conference calls with customers Knows their audience and articulate accordingly

Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database

Validates technical information and issues early warning and disseminates information as needed

Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution

Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues

Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers

As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required

Works toward becoming subject matter expert in a particular area or areas

Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs

  Contact Information
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