Tech Support Engineer I Job Listing at EMC in Hopkinton, MA
Computer Hardware, Computer Software
Title Tech Support Engineer I
Location(s) US - Massachusetts - Hopkinton
Functional Area(s) Customer Service & Support
Requisition ID 97645BR
Job Description GENERAL SUMMARY
Applies general systems level technical expertise to standard 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. 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 recommends revisions to current procedures improving 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 quickly resolve standard to complex system level issues. Identifies documents and escalates customer issues.
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 database.
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 product set. 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.
Continues to develop technical and business knowledge related to EMC products.
EMC Proven Professional Certification desired.
Ability to work in a high-pressure environment.
Customer Service skill.
Understanding of EMC's products and their value added to the customer.
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