请把英语/中文简历发送到我们公司邮箱： JoyceTing.Cao@
Job Title: Associate Technical Support Engineer (GSAP)
GENERAL SUMMARY
Applies advanced systems level technical expertise to resolve standard to complex systems level issues for global customers
PRINCIPAL DUTIES AND RESPONSIBILITIES
• Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to complex system level issues. Identifies, documents and escalates customer issues to senior resources. Uses standard internal and external diagnostic test equipment and product trace and logging procedures.
• 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 assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution. . Contributes to centralized problem identification and resolution database. Leads efforts in facilitating problem recreation and failure analysis of systems level issues. Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other EMC Technical Support co-workers as appropriate.
• Identifies and interprets interoperability and support matrixes. Identifies, reviews, creates and delivers timely and highly focused training programs and/or serviceability enhancements within the Field and Technical Support Departments.
• Communicates effectively to internal and external customers as necessary through a variety of mediums.
• Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
REQUIRED SKILLS AND KNOWLEDGES
• Strong language capability in Korean and English.
• Knowledge in at least one of the operation systems: Windows, Linux/Unix. Knowledge in Networking.
• Strong research/technical and troubleshooting skills is plus.
• Candidate must demonstrate ability to react quickly to interrupt driven workload and handle multiple tasks simultaneously.
• Candidate must demonstrate excellent customer service skills, including organizational, interpersonal communication, and presentation skills.
• Ability to support and communicate with customers over the phone or preferred communication method by customer
Education Required: BS or MS in Computer Science, Engineering, or related field; graduate this year or within 18 months
Language Skills: English/Korean fluent
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Please send English/Chinese version resume to EMC HR staff Joyce Cao joyceting.cao@
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