Customer Technical Support Consultant
Customer Technical Support Consultant - OnDemand
Customer Technical Support Consultant - OnDemand EMC Information Intelligence Group: Explore information, discover intelligence. EMC OnDemand - OnDemand offerings bring together best-of-breed technologies from EMC, VMware and RSA and will be made available for either on-premise or off-premise, private cloud deployment. The initial products to leverage this technology include EMC Captiva for enterprise capture; EMC Document Sciences for intelligent customer communications management, CenterStage for content management and collaboration, and the core Documentum content repository. At EMC OnDemand, we work with EMC?s VCUBE technology (created by the OnDemand team). VCUBEs run the latest VMware technologies including vCloud Director, Service Manager, View, Configuration Manager, Operations manager, and vShield; RSA technologies including enVision, DLP, and Archer; EMC technologies including Networker, Recoverpoint, and Powerpath. Our hardware platform is the industry leading Vblock which results from integrating VMware, Cisco, and EMC technologies. If you?re looking for leading-edge technology exposure, you?ll find it at EMC OnDemand. http://www.emc.com/about/news/press/2011/20110510-09.htm You will participate in projects to design, develop, and test the virtual deployment of EMC software products. You will also have responsibility for deploying new customer environments, configuring software applications, and running routine patching and upgrade processes. Our objective will be to automate as much of the administration processes as possible, so our technical support consultants will contribute to the creation of automation and control toolsets used by OnDemand. The end-goal will be a smooth implementation and transition from start-up to integration/production mode and no-surprise operation of customer environments. Responsibilities: · Work in conjunction with EMC colleagues to ensure effective resolution of technical issues · Tune, configure, and assess performance of managed environments · Train customer personnel · Understand methodologies to perform functions of position · Participate in the creation of proposals that address current and evolving client requirements · Advise the project manager on level of effort required to perform assigned implementations · Regularly communicates status of project/task status and all applicable customer issues to the project manager · Seek advice or assistance from management as required during difficult complex customer situations · Document and help automate routine processes · Participate in code reviews, testing process, and certification of software solution · Install and test patches, updates, and upgrades as required to ensure smooth operation of applications Qualifications: Experience supporting or consulting projects using EMC Documentum, EMC Captiva, or EMC Document Sciences required Knowledge of scripting tools and technologies is a plus Experience with formal, structured testing techniques is a plus Solid work ethic with a willingness to work over time to meet client demands Education/Experience BS in a technical discipline (or a BA followed by at least 5 years of development experience) EMC is an Equal Employment Opportunity employer that values the strength diversity brings to the workplace. EMC does not accept unsolicited Agency Resumes. EMC will not pay fees to any third party agency or firm that does not have a signed "EMC Agency Fee Agreement".