Dell Analyst, Ent Tech Services in Maynds, Japan
CS CPSD HCI team regularly provides technical support expertise in a complex information infrastructure environment with the need to integrate EMC products and systems with other EMC and non-EMC computer systems being operated by customers. Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both EMC's business operations and the business operations of EMC customers. Applies technical support expertise to independently diagnose and resolve complex customer issues involving unique systems and environments and unique operational issues. Customer requests may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Partners, internal and field EMC employees, Chat and Web support calls. Accepts escalated requests from other technical team members; makes independent decisions to determine service level severity and assess when and how to escalate to other resources. Works with cross functional teams in resolving customer issues; identifies and provides resolutions to a diverse range of technical problems. Acts as a remote customer advocate and provides problem determination to resolve customer issues. Identifies and documents with management to proactively revise current procedures and tools to improve customer satisfaction. Helps develop and participates in training and skills development of others.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution
Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues
Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required
Works toward becoming subject matter expert in a particular area or areas
Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs
Applies systems analysis techniques and procedures to determine hardware or software systems functionality
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
Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve 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 that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status
Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions
Proficient in VMware virtualization technology, be familiar with vSphere suite (ESXi, vCenter etc).
Knowledge in Linux administration and management.
Knowledge in TCP/IP networking and IP switches.
SKILLS NICE TO HAVE
Knowledge in VMware vSAN is a big plus.
Knowledge about networking virtualization (e.g. VMware NSX).
Knowledge with Windows server.
Knowledgeable about x86 server.
Knowledge with scripting (e.g. python).
Education Required: Bachelors (Technical)
Experience Required: 1-2 years relevant experience
Physical Requirements: Japan
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.
Critical Hiring Criteria:
Customer Service & Support
200 - STORAGE CORPORATE
Japan - Maynds-Tokyo