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 Global IT Company recruit IT support Engineer (Shanghai) |
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wendytjh
头衔: 海归上尉
性别:  年龄: 44
加入时间: 2006/04/05
文章: 32
海归分: 9231
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作者：wendytjh 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
Symmetrix PREM, Technical Support Engineer
Skills:
· Candidate must demonstrate working knowledge with major software/hardware vendor support methodology and procedures as well as a good working knowledge of Unix/ NT and Linux Operating Systems.
· Candidate must possess a strong knowledge of IP Networking.
· Initially working days, Candidates must be willing to work a 24x7 shift pattern as required.
· Must have the ability to work independently and as part of a team, with minimal supervision.
· Must demonstrate strong problem solving skills
· Must demonstrate strong decision making skills
· Must demonstrate the ability to follow defined process and procedures which contain decision points
· Internal candidates should demonstrate specific knowledge of EMC products. Familiarity with Customer Service Technical Support and/or customer facing/orientated environments is preferred.
· Education Required: Bachelors (or equivalent experience)
· Experience Required:
- 2+ Years of Technical Support experience
- Understanding of the major operating systems - UNIX, NT, Linux
- Experience with IP Networking,
- Some experience and or working knowledge of EMC storage arrays (DMX, CLARiiON or Centera) storage arrays.
Preferred University Courses:
Computer Forensics Workshop
Engineering Mathematics
Databa<x>se Principles for Business Information Systems
Advanced Networking Technologies
Mathematical Modelling
Advanced Robotics
Advanced Digital Systems
Advanced Logic
Computer Design
Integrated Circuit Design
Engineering Software Systems
Error Control Coding
Digital Communication Systems
Data Communication Networks
Real Time Computing
Electronic Commerce
Digital Systems
Mechanical Engineering
Circuit Theory
Electronics
Signals and Systems
Digital Signal Processing
Control Systems
Data Networks and Communication Systems
Microcontrollers
Electromagnetics
Advanced Power
Electrical Machines
Symmetrix PREM, Product Support Engineer
.
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 escalates customer issues to Technical Lead and Team Leader/Manager on Duty.
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 databa<x>se (Primus).
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 via CSI, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databa<x>ses.
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.
Regularly submits content to the knowledge databa<x>se (Primus).
Performs other duties as assigned.
Skills:
Position prefers an Associate or Bachelor of Science Degree in Computer Science, Engineering, or equivalent industry related experience.
Candidate must demonstrate working knowledge with major software/hardware vendor support methodology and procedures.
Candidate must demonstrate ability to react quickly to interrupt driven workload and handle multiple tasks simultaneously.
Candidate must demonstrate excellent customer service skills, which include organizational, interpersonal communication, and presentation skills.
A strong sense of urgency and professionalism is essential.
Must have the ability to work independently and as part of a team.
Must possess excellent research/technical and troubleshooting skills.
Ability to support and communicate with customers over the phone or preferred communication method by customer.
Internal candidates should demonstrate specific knowledge of EMC products. Familiarity with Customer Service Technical Support and/or customer facing/orientated environments is preferred.
Fluent English language skills.
Third language preferred but not essential.
Unix/Linus experience preferred.
Education Required: Associate or Bachelors (or equivalent experience)
Experience Required: 2+ Years
Physical Requirements: No
Other: Travel may be required.
May be required to change work patterns as business dictates.
[b]Symmetrix PREM, Associate Product Support Engineer
General Summary:
Applies general systems level technical expertise to standard Symmetrix and Switch related 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. Engineers provide problem determination and resolution for customer issues. Develop and implement resolutions to identified problems, and follows standard practices and procedures including existing KCS Solutions,, PTA’s, ETA’s, etc. Identifies records and proactively recommends revisions to current procedures improving customer satisfaction. May need to engage or escalate to more senior resources to resolve more complex issues including escalation to Corporate Support in Cork, Sydney and Hopk.
Principal Duties and Responsibilities:
Applies technical expertise using standard operating and diagnostic protocols to quickly resolve standard to complex system level issues. Identifies, documents and escalates customer issues to Technical Lead and Team Leader/Manager on Duty.
Effectively communicates procedural and routine 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 databa<x>se (Primus).
May assist in problem recreation and failure analysis of systems level issues. 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 as appropriate for Symmetrix and Switches. Communicates effectively to internal and external customers as necessary through a variety of mediums.
Monitors and tracks all service calls via CSI, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databa<x>ses.
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.
Regularly submits content to the knowledge databa<x>se (Primus).
Performs other duties as assigned.
Skills:
Position prefers an Associate or Bachelor of Science Degree in Computer Science, Engineering, or equivalent industry related experience.
Candidate must demonstrate ability to react quickly to interrupt driven workload and handle multiple tasks simultaneously.
Candidate must demonstrate excellent customer service skills, which include organizational, interpersonal communication, and presentation skills.
A strong sense of urgency and professionalism is essential.
Must have the ability to work independently and as part of a team.
Must possess excellent research/technical and troubleshooting skills.
Ability to support and communicate with customers over the phone or preferred communication method by customer.
Internal candidates should demonstrate specific knowledge of EMC products. Familiarity with Customer Service Technical Support and/or customer facing/orientated environments is preferred.
Fluent English language skills.
Third language preferred but not essential.
Unix/Linus experience preferred.
Education Required: Associate or Bachelors (or equivalent experience)
Experience Required: 0-2+ Years
Physical Requirements: No
Other: Travel may be required.
May be required to change work patterns as business dictates.
[/b]
If you're interesting, please send your English CV to [email protected]
作者：wendytjh 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 Global IT Company recruit IT support Engineer (Shanghai) -- wendytjh - (9954 Byte) 2008-5-07 周三, 15:47 (1365 reads)
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