上海招聘

Summary of Position:

The Technical Support Engineer (TSE) will work directly with global customers and EMC/Data Domain personnel via

email, phone, and remote desktop software to provide technical assistance towards the prompt resolution of

complex technical problems. To achieve that, TSE's work in a collaborative 7x24x365 environment leveraging

global resources to reduce the time it takes to provide problem resolution. TSEs will support the full line of

Data Domain products within the "Backup and Recovery Systems Division" (BRS).

Value to the Organization:

*All TSEs are advocates for product quality; product usability; and the ongoing relationship with our customers.
*TSEs identify, create, and reuse knowledge (KBs) that add value to our customers.
*TSEs provide agility to the EMC/BRS organization vis-à-vis the "Integrated Solutions Network (ISN)" model.

Primary Responsibilities include:

*Answer live incoming phone calls and respond to emails to troubleshoot, manage, collaborate and resolve customerproblems related to the Data Domain product family.
*Monitor automated product alert e-mails and act on them.
*Create content for the knowledge base through accurate case documentation.
*Assist customers with the upgrade process.
*Process logistics/parts requests.
*Assist customers with standard backup software integration with Data Domain Products.
*Obtain data from customers to get a thorough understanding of customer requirements and problems.
*Interface with customers via e-mail, phone and/or WebEx.
*Analyze logs and core files as needed to work towards resolution of customer issues.
*Work with 3rd party service providers in the process of analyzing and resolving customer issues.
*Generate problem reports in Bugzilla to coordinate with engineering to obtain quick resolutions for customer

related issues.

Technical Competency:

*Linux/Unix Systems Administration is critical
*Windows Systems Administration is a plus
*Understanding of the OSI stack
*Ability to work with tools such as snoop, tcpdump, traceroute to decipher Network issues
*Knowledge of various protocols such as NFS,CIFS,SNMP
*Understanding of OST technology is a plus.

Skills Required:

*Excellent oral and written communication.
*Strong interpersonal and problem-solving skills.
*Advanced skills in analytical and problem solving with attention to detail
*Ability to work as an individual or on a team.
*Ability to create clearly documented bug reports as needed.
*Ability to read and understand technical bug reports.
*Self-starter with ability to learn quickly and operate in a fast paced environment.

Behavioral Competencies Required:

*Collaborative: Develops cooperation and teamwork while participating in a group, working toward solutions which generally benefit all involved parties.
*Results Oriented: Identifies, confronts and overcomes barriers to successful completion of task or project
*Customer Oriented: Listens to and anticipates needs of the customer.
*Team Player: Works well with a diverse or multi-disciplinary group to achieve a common goal
*Adaptable: Capable of adapting to others and new situations; flexible; can handle multiple tasks
*Problem Solver: Effective at solving problems, not just defining or complaining about them

Experience Required:

3+ years Technical Support experience (Backup, Storage or Networking environment preferred)

Beneficial Education & Certifications
*Bachelors or equivalent working experience.
*CCNA/CCIE
*Red Hat Certified System Administrator (RHCSA)
*MCSA/MCSE

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。

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