Analyst Ent Tech Services - Bangalore - Dell
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· Applies advanced technical expertise using standard operating and diagnostic procedures to resolve standard to complex level issues; identifies documents and escalates customer issues to senior resources. Recommends and utilizes standard internal and external diagnostic test equipment and product trace and logging procedures; provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other EMC Technical Support co-workers as appropriate. · Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases. 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 resolutions; leads efforts in facilitating problem re-creation and failure analysis systems level issues. Contributes to centralized problem identification and resolution databases; may have senior level tasks similar to Engineering for assigned product and skills. · 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 Remote technical support departments. Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment through a variety of mediums. · Act as a remote customer advocate to champion specific customer needs for code currency, reporting and product knowledge in collaboration with field teams. Understands and leverages technical communication structure; may be asked to participate in virtual team training and product knowledge sharing meetings. · Will participate in the creation and maintenance of eService applications such as: Chat, Knowledge-base content, Support Forums, etc. Regularly submits content to the knowledge database. Validates technical information and issues early warnings and disseminates information as needed. · As a 24x7x365 organization, shift work, holidays and on-call responsibilities; may be required as well as occasional travel to customer sites. EMC Proven Professional Certification desired. Technical: Experience with SAN/Storage with preferred exp in replication technologies Strong VMware knowledge knowledge on VNX,VMAX, VPLEX, and fabric switches Soft: · Communication skills. · Analytical ability. · Detail oriented. · Ability to work in a team environment. · Ability to work independently.