Tech Support Engineer 3 - Isilon Storage- Plymouth, MN ID-2246
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We have openings for several Technical Support Engineers in our Plymouth, MN location.� As a TSE 2 for Dell EMC?s Isilon storage product line, you will provide remote technical support for Dell EMC enterprise customers worldwide. Many of which are household names ranging from top companies in technology, media/entertainment, and retailers; all the way to genome research companies, hospitals, and professional sports teams. Isilon�is a�scale out�network-attached storage�platform, that integrates into customer environments at the protocol level, for high-volume storage, backup, and archiving of data.
The platform is scalable to 50�petabytes�in a single filesystem using�Isilon?s FreeBSD-based�OneFS operating system.Day-to-day activities include diagnosing and resolving system problems, being a remote resource for complicated deployments and building our internal knowledge base for future interactions.�
You will work closely with engineering, product management, and other key internal organizations to drive innovation and performance around product requirements, enhancements, process improvements and industry best practicesThe ideal candidate will enjoy working directly with our customers to deliver an exceptional customer service experience, and be able to represent Dell EMC with the highest level of professionalism.�
Prior experience in technical support, as a System Administrator, or similar customer facing roles is required plus the following technical skills and knowledge.�
PRINCIPAL RESPONSIBILITIESActs as central point of contact for product related issues and manages the customer relationship from a technical support perspective with minimal supervision.Participates in the creation and maintenance of knowledge database content.Understands the customer's technical environment through regular communication and business reviews; develops support plans that recognize the customer's priorities, challenges, initiatives and potential areas for improvement.Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.Create new knowledge base articles to share information for reuse throughout the Technical Support Center.Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications.���
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REQUIRED TECHNICAL EXPERIENCECandidate should be experienced in most of the following categories:OS and System Administration experience: UNIX/Linux/BSD (understanding of basic command line navigation and queries is a huge plus)Windows client/serverMacOSHypervisors such as VMwareStrong networking and file serving protocol experience: TCP/IP, NFS, SMB,� HTTP, FTPExperience with network packet capture and analysisEnterprise level directory services: AuthenticationInterop identity managementLDAP, NIS, Active Directory���
REQUIRED SKILLSResearch customer issues in a timely manner and follow up directly with customers on recommendations and action plans.Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.Create new knowledge base articles to share information for reuse throughout the Technical Support Center.Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications.Gain knowledge and expertise through hand-on experience, self-study, and through a variety of learning environments.Excellent written and verbal communication skills.Excellent interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and/or ambiguous situations.Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
Ability to follow standard engineering principles and practices.Creative approach to problem solving.To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges.DESIRED SKILLS �Candidate should be experienced in most of the following categories:OS and System Administration experience: UNIX/LinuxWindows client/serverMacOSHypervisors such as VMwareStrong networking and file serving protocol experience: TCP/IP, NFS, SMB,�
HTTP, FTPEnterprise level directory services: AuthenticationInterop identity managementLDAP, NIS, Active DirectoryExperience with network packet capture and analysisDCAM6�
Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.
