Sr Field Support Specialist Job in Dallas, Texas US
Sr Field Support Specialist
GENERAL SUMMARY Responsible for the diagnosis, implementation, and use of EMC software and hardware products. Provides escalated support for technical product and IT environment (host/network/SAN) issues as well as procedural issues related to installs, upgrades, and CCA entry/submissions. Escalated support may include providing advanced troubleshooting techniques during corrective maintenance, install, upgrade, and implementation activities. The majority of work is performed remotely; however, onsite presence may be required for problem resolution. Works closely with EMC Sales, Corporate Technical Support, other Global Services Field personnel and the customer to ensure problem resolution. PRINCIPAL DUTIES AND RESPONSIBILITIES Technical/Functional Focus: Diagnoses complex machine and customer environment issues in minimal time and oversees repairs. Utilizes diagnostic aids, tools, test equipment, technical bulletins, reference material and experiential expertise. Diagnosis also includes both proactive and reactive performance resolution. Builds and assists Global Services personnel in building configurations. Reviews and approves configurations and procedures as necessary. Advises customers, partners, and Global Services personnel on technical matters, such as complex issues and diagnostic techniques. In performing such duties, work is largely performed remotely via phone and online connection, and can also include onsite assistance particularly with pre-work planning and design.Performs and submits Root Cause Analysis reports. Drives suggestions to improve operating procedures through to the customer. Recommends cross-functional technical training programs and may assist or instruct other Global Services personnel to increase technical ability and proficiency. Conducts seminars for technical roles. Provides proactive support to the Global Services organization by performing configuration reviews. Leverages knowledge and prior experiences to identify issue areas before install or upgrade work is started. Oversees hardware installations, engineering change orders, and sales changes on various equipment types. May provide machine and change installation assistance to less experienced field support personnel. Represents EMC in a professional manner to customers, EMC Partners and other EMC personnel at all times. Provides proactive correction and ensures compliance with published technical alert and escalation procedures. Keeps appropriate management personnel informed. Partners with Global Service Customer Support Organization, Engineering and other internal EMC organizations as required with difficult situations. Administrative/Ind Development Focus: Submits suggestions to improve operating procedures, reliability or maintainability, and cost control largely through articles in procedural guideline publications. Provides support and instruction to less experienced co-workers, through classroom training sessions or on-the-job mentoring. Acts as a mentor and assists or presents training development environments to peers, customers and other organizations. Educates employees in the writing of procedural guideline articles in technical publications.Prepares, maintains and submits activity/progress reports and time recording/management reports in accordance with published procedures. May also support other activities as required by management. Maintain technical/product knowledge with both formal and informal training in contemporary technological areas. Uses discretion and good judgment to determine when escalation is appropriate. Role Requirements / Recommendations: 5+ years field/support experience in comparable IT environment. Proficiency in hardware, software and/or operating systems environments. EMC Proven Professional foundation level and specialty in f