Dell Azure Technical Support Engineer II Remote in Pewaukee, Wisconsin

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

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

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:

VA - Glen Allen, VA - Herndon, VA - McLean, VA - Reston, WI - Madison, WI - Pewaukee, US - Utah - Draper, US - Washington - Seattle

AutoReqId:

182104BR