Dell Associate Technical Services Support Engineer in Seattle, Washington
The Global Services Associate Program (GSAP) hires candidates locally and trains them centrally. Our Associates are developed through a structured program that combines intensive training and on-the-job mentored experience. This intensive role based-training includes an introduction to the storage industry, best practices, methodologies and the EMC way of doing business. Training also includes hands-on work with EMC products and platforms, operating systems and storage infrastructure tools. Associates will receive the foundation necessary to achieve technical certifications (EMC and Non-EMC).
This Associate Technical Support Engineer (ATSE) provides technical support to field support personnel, EMC customers and EMC distributors. The Associate Technical Support Engineer develops resolutions to problems of limited scope and follows standard practices and procedures. He/she records and updates customer calls on Customer Service Call Tracking Databases in a timely and accurate manner. He/she uses defined protocols and independent judgment to properly escalate more complex issues to more experienced staff in order to resolve customer issues in the most expedient manner possible. The ATSE works closely with the customer to resolve technical issues on various information systems and information storage platforms. These issues can include any or all of the following components: Operating Systems (UNIX, Windows, and/or MVS), Networking (Ethernet, Fibre Channel, iSCSI), Storage Area Networks, Network Attached Storage, and Databases – relational and hierarchical. Finally, he/she redirects or provides necessary follow-up with customers and Customer Service Management to ensure issue is satisfactorily resolved.
Principal Duties and Responsibilities:
Provides basic technical support to internal, domestic and international EMC customers within the call center
Works as part of a team ensuring smooth transitions for customer and field reported software issues.
Responsible for sharing all acquired knowledge concerning problem resolution with field, and other departments as appropriate.
Contributes to centralized problem identification and resolution database
Monitors and tracks all software service calls, provides call status updates at regular intervals and communicates status to customers using Customer Service Call Tracking Databases
Represents EMC in a professional manner to the customer and EMC field personnel at all times.
Performs other related duties as assigned
Skills and Education:
Incumbent should possess a basic, working knowledge of major operating system software such as UNIX, NT, HPUX, SUN Solaris or AIX. Some positions may also require a working knowledge of MVS
Computer systems – Prefer knowledge of CPU, memory, busses, I/O, device drivers, buffering, job scheduling, virtual memory, file systems and file system structure
Networking –Prefer knowledge of TCP/IP, Ethernet, addressing, mapping, flow control, naming, routing/traffic
Databases – Prefer knowledge of relational and hierarchal, design, file system organization and indexing
Understanding of Storage industry (Storage management, Storage Architecture, Business Continuity)
Incumbent should possess solid organizational, interpersonal, communication, telephone and presentations skills
Incumbent should demonstrate the ability to assess and respond appropriately to customer issues in a professional manner
Education Required: Associate’s Degree or Bachelors Degree (Technical) with a graduation date no later than 2015
Experience Required: 0-2 Years
Physical Requirements: No
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