EMC
- Technical Support Engineer
Bezons
2012 - maintenant
Attached to EMC International, I'm a Technical Support Engineer II.
My job consist of:
Utilize problem solving skills through the use of analytics, techniques and tools. Regularly review and submit content into the knowledgebase. Mentor and/or coach less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs.
Manage own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers. Work toward becoming subject matter expert in a particular area or areas. Exhibit strong troubleshooting skills such as interpret logs and capture traces. Have exposure to scripting and/or programming languages along with a JAVA/WEB APIs.
Act as a remote customer advocate to champion specific customer needs in collaboration with field team. Effectively communicate to internal and external customers. Interface directly with customers at different stages of problem resolution process including understanding issues customers face, communicate plans for resolution, explain developments, and convey resolution. Participate in and possibly lead conference calls with customers. Maintain a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assure all appropriate individuals are notified of ongoing issues and problem resolution.
The supported products: VNX, Clariion and Celerra.
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= CERTIFICATION =
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EMC Proven Professional:
- Specialist Platform Engineer, VNX Specialist
- ISMv2
