Remote Technical Support Engineer Level 1

Remote Technical Support Engineer Level 1

General Summary:

The position will require the individual to handle Level 1 service calls from implementation specialists, partners and technical support staff on a variety of company created support tools. A successful candidate will need to work issues to closure and act as the interface between the issue creator and the level 2 product staff.

Technical Skills:

• The successful candidate should have a Strong familiarity with Companyt= Services exposure is preferable (Field Service).

• Previous exposure to Support processes is an advantage.
• Specific knowledge of products, platforms and software including Hosts (Windows, AIX, Linux, Solaris, HP/UX), Switches (Enterprise and Departmental), Storage (CX, NAS, Symm, Celerra) is preferable.
• Knowledge of Atlassian product is an advantage.

Job Functions:

• Provide Level 1 support for incoming service calls related to EMC Tools Applications.
• Document case status through escalation process using existing bug tracking software
• Identify issues needing escalation to Level 2 and Development
• Provide detailed information using Development bug tracking tool for upper level bugs
• Monitor Development release schedule for bug fix release dates.
• Provide updates on issues to customers on bug progress

Non-Technology Skills:

• The successful candidate must demonstrate excellent customer service skills, organizational, interpersonal communication and presentation skills, including tact and professionalism.
• The ability to work independently and in a team environment, with minimal supervision.
• The ability to respond to customer needs quickly with a strong sense of urgency.
• Strong technical bug writing skills are also required.

Job Type: Contract