Advanced Field Support Specialist –InputAccel - IIG Job Listing at EMC in Pleasanton, CA
Computer Hardware, Computer Software
Title Advanced Field Support Specialist –InputAccel - IIG
Location(s) US - California - Pleasanton
Business Information Intelligence Group
Functional Area(s) Customer Service & Support
Requisition ID 103855BR
"> ">Accelerate your career as you help reinvent the value and impact of information for business everywhere. At EMC, we are leading customers on their journey to cloud computing by enabling them to store, manage, protect and analyze their information assets in a more agile, trusted and cost-effective way. If you are passionate about technology and want to be part of the information management revolution, join more than 50,000+ EMCers around the world who are leading the journey to the cloud.
"> ">Information is at the heart of business – and it's growing not only in volume, but in complexity as new media types emerge and mobile and social applications evolve. In addition, the IT infrastructure to support information management is changing just as rapidly. EMC's Information Intelligence Group provides intelligent capture, content management; case management, customer communications and governance software and services that solve even the most complex information challenges organizations face today – from information compliance and governance to streamlining mission critical business processes, to the emerging world of big data -- on premise or in the cloud.
Advanced Field Support Specialist – InputAccel
Serves as an expert in the diagnosis and use of EMC IIG InputAccel software products. Provides escalated support for software products. The majority of work is performed onsite with occasional remote efforts; however, onsite presence may be required for problem resolution. Works with other EMC business units to ensure problem resolution.
Technical / Functional Focus
Diagnosesthe most complex software issues. Utilizes diagnostic aids, tools, test equipment, technical bulletins, reference material and experiential expertise. Diagnosis also includes both proactive and reactive performance resolution. Reviews and approves configurations and procedures as necessary. Advises customers, partners, and Professional Services personnel on technical matters, such as complex issues and diagnostic techniques. Drives suggestions to improve operating procedures through to the customer. Expertly recommends cross-functional technical training programs and may assist or instruct other Professional Services personnel to increase technical ability and proficiency. Builds curriculum and conducts seminars for technical roles.
Updates case notes and completion activities to EMCs CSI database and or other technical applications for Problem Reporting/Resolution. Effectively coordinates and leads cross functional resources to build action plans and resolve customers’ technical issues. Engages appropriate specialists, technical support groups as well as members of sales team. Represents EMC in a professional manner to customers, EMC Partners and other EMC personnel at all times. Partners with Global Service Customer Support Organization, Engineering and other internal EMC organizations to share learning and provide recommendations for future product releases. Assists with case backlog.
Provides increased support and instruction to less experienced co-workers, through classroom training sessions or on-the-job mentoring. Acts as a mentor and assists or presents training development environments to peers, and other organizations. Prepares, maintains and submits activity/progress reports and time recording/management reports in accordance with published procedures. Maintain strong technical/product knowledge with both formal and informal training in contemporary technological areas. Uses discretion and good judgment to determine when escalation is appropriate.
* Expertise in IIG’s InputAccel product suite.
* Possesses strong product/technology/industry knowledge.
* Communication skills especially customer-facing.
* Analytical ability.
* Interpersonal skills.
* Conflict resolution skills
* Ability to work independently
* Bachelors (Tech) or equivalent
* Travel time and hours outside of traditional 9-5 work arrangement may be required.
* 7+ years field/support experience in comparable IT environment.
* Proficiency in software and/or operating systems environments.
* EMC Proven Professional Certification desired.
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 East Bay is conveniently located a short distance from all major Bay Area freeways and BART. Nestled in the hills of Pleasanton, the campus boasts worker friendly perks like an on-site cafeteria and ergonomic workstations. Located close to downtown Pleasanton's many restaurants and shops, the office draws in talent from across Northern California. EMC Pleasanton boasts a stellar working environments and team spirit.
"> ">When you choose EMC, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.
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