上海招聘

职位描述：

Job Description

Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.

Job Family Summary

Provide support to customer/users where the product is highly technical or sophisticated in nature. Responds to situations where first-line product support has failed to isolate or fix problems for customer. Represents the company to the customer ensuring the customer is satisfied. Responsible for providing telephone, email, chat and remote diagnostic technical support of servers, storage, switches, routers, blades and various software applications (Windows, VMWare, Exchange, Oracle, Netware, etc.). Answers questions about installation, operation, configuration, customization, performance and usage of assigned products. Verifies warranty entitlement and determines appropriate action. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation. Provides basic remote deployment, maintenance and consulting services.

Principal Responsibilities

Systematically gathers relevant information and applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments Performs quality audits

Provides leadership and mentors team members; coaches agents on their metric results ; may be responsible for the technical skill development of a team and evaluated on how well they perform on key performance indicators

Participates in and possibly leads conference calls with customers; knows their audience and articulates accordingly Maintains proficiency in emerging technologies

Participates with leaders to determine focus areas for team’s technical improvement (e.g. establishes targeted mentoring programs, consults on incentives related to technical performance)

Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers

Skills

Microsoft Azure Platform

– Microsoft Azure architecture and its components (Fabric, Compute, Storage)

– Knowledge of Microsoft Azure Platform services

– Azure Platform development and deployment concepts

– Familiarity with development: tools, language, process, methods, troubleshooting

Operating System/Virtualization

– Familiarity with LDAP, Security, OS Internals concepts

– Understanding of Virtualization concepts and virtual system administration

– Experience with Hyper-V, VMWare, Xen configuration and administration

– Cloud experience strongly preferred

Networking

– Familiarity with networking concepts including VIPs, NAT, DNS

– Familiarity with networking tools (ping, tracert, tracemon, tcpdump, etc.)

– Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred

Experienced telephone etiquette skills

Significant knowledge of products, customer service, policies and procedures

Demonstrates initiative and good judgment in resolving issues effecting customer satisfaction

Works effectively and efficiently under time constraints and high stress/pressure environments

Our Values

When you choose our company, 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.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. We encourage applicants of all ages.

举报 分享

emc公司是全球信息基础架构技术与解决方案的领先开发商与提供商，是全球最大的企业存储设备和软件提供商，也是全球十大科技产品公司中成长最快的一家。作为美国财富五百强之一，emc公司连续四年营收保持两位数增长，2007年全球研发投入高达14亿美元，致力于帮助各种规模的企业改变竞争模式、从信息中创造价值。
emc中国研发中心于2006年11月2日正式落成，位于上海和北京，主要负责emc的核心软件与硬件的开发工作。其主要目标是向emc业务部门提供先进的软件与硬件开发与质量保证功能，为中国、亚太地区和全球的客户提供世界一流的产品和服务。
emc 公司总部在美国波士顿附近，在全世界五十多个国家设有办公室，员工35000余人。emc的研发网络遍布三大洲，在俄罗斯、爱尔兰、以色列、印度、中国和美国六个国家设有分支机构。emc 卓越中心与emc在印度和俄罗斯的研发中心一起，组成了emc在全球的三大卓越研发中心，并且是其中增长最快的。2008年，emc 高级技术支持中心落户中国研发中心，支持中心为全球客户提供24*7的技术支持。同年，emc成立了致力于终端客户在线备份存储产品的子公司decho. decho中国包括研发，销售，技术支持在内的团队，将帮助更多客户保护，管理和丰富自己的个人信息。
emc中国研发中心的使命是：建设世界一流的研发中心，成为emc全球产品和服务创新的培育基地。emc中国研发中心也将进一步扩大emc作为“***研发实践”的全球领先it公司在亚太地区的声誉。
公司福利待遇：
emc公司为员工提供业界领先的全面福利竞争优势与工作便利，能够***满足您和您的家庭，包括您的丈夫或妻子以及孩子的需要。　　全面的福利及薪酬体系：基本工资、季度奖金、股票计划（股票购买、股票期权）、国家规定的各种社会保险、住房基金、商业保险（人身及意外伤害保险、补充医疗保险）、带薪假期。

了解更多信息，请进入emc全球页面http://www.emc.com