Dell Azure Tech Support Engineer III Saltlake or Seattle Location in Draper, Utah

Job Description:

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

Consults and advises on more complex technical questions related to entire enterprise ecosystem

Acts as central point of contact for product related issues and manages the customer relationship from a technical support perspective with minimal supervision

Provides guidance, leadership, technical consultation and training to less experienced team members

Participates in the creation and maintenance of knowledge database content

Understands the customer's technical environment through regular communication and business reviews; develops support plans that recognize the customer's priorities, challenges, initiatives and potential areas for improvement

Works closely with engineering, product management, and other key internal organizations to drive innovation and performance around product requirements, enhancements, process improvements and industry best practices

In addition to their technical expertise, maintains direct linkage into other key internal organizations necessary for fast problem escalation and expedited resolution status

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

Significant telephone etiquette skills

Possesses strong knowledge of computer and software applications

Experienced in resolving issues effecting customer satisfaction

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

EMC 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.

Critical Hiring Criteria:

Functional Area(s):

Technical Support

Business:

EMC GES

Business Unit:

200 - STORAGE CORPORATE

Location:

US - Utah - Draper, US - Washington - Seattle

AutoReqId:

182105BR