Principal Field Support Specialist - Western Region

Profile

Principal Field Support Specialist
GENERAL SUMMARY
- Responsible for the diagnosis, implementation, and use of EMC software and hardware products.
- Is able to provide 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.
- Typical 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:
- Performs diagnostics on complex machine and customer environment issues in minimal time and oversees repairs.
- Uses diagnostic aids, tools, test equipment, technical bulletins, reference material and experiential expertise.
- Diagnosis also includes both proactive and reactive performance resolution.
- 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.
- Able to oversee hardware installations, engineering change orders, and sales changes on various equipment types.
- Able to devise and implement maintenance programs that optimize machine performance and minimize data unavailability and data loss, while controlling EMC maintenance costs.
- Advises customer as required and assists in site preparation activities including complex configurations and design planning.
- Coordinates cross functional resources to build action plan and resolve customers technical issues.
- Engages appropriate specialists, technical support groups as well as members of sales team.
- 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 other experienced Field Support Specialists, 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.
- 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:
2 years field/support experience in comparable IT environment.
- Proficiency in hardware, software and/or operating systems environments.
- Must have a valid driver's license and reliable automobile.
Thomas Thompson
Isilon Systems Inc
Web: ****

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