Senior Analyst, Enterprise Technical Support - Durham, NC
Senior Analyst, Enterprise Technical Support
We need less desktop support and more enterprise / Linux Administration
Experience with OS Linux Suse/ RedHat command line
Experience with w/TCP/IP Ethernet networking configuration/troubleshooting
Experience with Server Hardware troubleshooting
Experience using tools like WebEx, VI
Knowledge & Experience with backups technologies a plus.
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 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..
Key Skills and Experience
3+ years of customer support experience
Ability to work in a high-pressure environment.
Excellent Troubleshooting and Customer Service skills Highly customer focused
Strong Interpersonal skills.
Understanding of products and their value added to the customer.
Knowledge & Experience with the following technologies
Microsoft Operating Systems/Hyper V o Microsoft Applications (MSSQL, Exchange)
VMWare (vCenter, vSphere)
Linux knowledge a plus o Database applications
United States of America
Online / Full App
Folder Group ID
Apply for this Position
Job Title: Senior Analyst, Enterprise Technical Support
Location: Durham, NC
Job Type: Temp Position
Reference ID: 331935
Posted Date: 7/31/2018