*Technical Support Engineer - Windows Server Engineer (Dallas): EMC Corp.

*Technical Support Engineer - Windows Server Engineer (Dallas)

RSA, The Security Division of EMC is headquartered in Bedford, Massachusetts. RSA is the expert in information-centric security, enabling the protection of information throughout its life cycle. RSA enables customers to cost-effectively secure critical information assets and online identities wherever they live and at every step of the way, and manage security information and events to ease the burden of compliance. They offer industry-leading solutions in identity assurance & access control, encryption & key management, compliance & security information management and fraud protection. These solutions bring trust to millions of user identities, the transactions that they perform, and the data that is generated. RSA, The Security Division of EMC, was formed in September 2006 following EMC Corporation’s acquisitions of RSA Security and Network Intelligence.

JOB TITLE: EMC RSA ONSITE TECHNICAL SUPPORT ENGINEER (Windows Server Network Engineer)


RSA, the security division of EMC, is the expert in information-centric security, enabling the protection of information throughout its life cycle. RSA enables customers to cost-effectively secure critical information assets and online identities wherever they live and at every step of the way, and manage security information and events to ease the burden of compliance.

- Candidate applies advanced systems level technical expertise to resolve highly complex systems level customer issues. Customer issues may be received by Support Centers through voice initiated technical calls from RSA Customers, Customer Engineers, or remote maintenance calls and Web Support Calls.

- Uses independent judgment to accomplish objectives. Accepts escalations from other technical team members as a subject matter expert, shaping group operations with depth of knowledge.

- Works closely with Engineering and other technical business units to increase knowledge and resolve customer issues. Identifies and provides resolutions to a diverse range of complex technical problems. Mentors others in providing validated technical information, support process instructions and special support requirements.

- Engineers provide problem determination and resolution for customer issues. Develop and implement resolutions to identified problems, and follows standard practices and procedures. Identifies records and works with management to proactively revise current procedures and tools to improve customer satisfaction.

- May need to engage or escalate to more senior resources to resolve more complex issues. Develops broad knowledge of the organization's mission and strategy and relates it to day-to-day issues. Challenges existing processes based on industry best practices, enhances these for the benefit of all.

PRINCIPAL DUTIES AND RESPONSIBILITIES

·Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues. Identifies documents and escalates customer issues to senior resources.

· Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution.

· Contributes to centralized problem identification and resolution database may provide senior or expert level tasks similar to Engineering for assigned products or skills.

· Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions. Identifies, documents and reports design, reliability and maintenance issues. Gains support and commitment from others and mobilizes people to take action. Understands and leverages RSA's technical communication structure. Sphere of influence extends well outside of the department.

· Leads efforts in facilitating problem recreation and failure analysis of systems level issues. Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other EMC Technical Support co-workers as appropriate.

· Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.

· Validates technical information and issues early warnings and disseminates information as needed. As a 24X7X365 organization shift work, holidays and on-call responsibilities may be required

· Makes a recommendation to higher level technical support engineers or management for improving processes, standards and strategies. Regularly submits content to the knowledge database

ANALYTICAL SKILLS:

• The ability to understand, isolate, and resolve technical problems that lie within the diverse realms of networking, network security, applications, operating systems and the often complicated nature of a customer’s network environment. Must be able to understand and solve practical problems which deal with a variety of concrete variables in situations where only limited standardization exists. Ability to analyze a variety of instructions furnished in written, oral, diagram, or schedule form.

ORGANIZATIONAL SKILLS:

• Effective in creating and implementing resolution plans, as necessary. Must have the ability to multitask, the aptitude to be a quick learner, and able to perform under minimal supervision.

TECHNICAL SKILLS:

• Five years plus experience in technical support, systems administration, or a network environment that involves UNIX/Linux (Solaris, RH) and Windows (2003/2000/XP/98) systems.


• The candidate must possess an understanding of basic debugging techniques such as analysis of dump files, tracing, performance tuning, and monitoring.


• The essentials of TCP/IP and hands-on experience with configuring and troubleshooting network services such as DNS, NIS or WINS.


• Proficient with networking fundamentals and a basic working knowledge with netstat, nslookup, dig, route, ping, traceroute, snoop, tcpdump and wireshark for isolation of network issues.


• Understanding of ODBC and ODBC drivers in Windows


• Understanding of Syslog


• Familiarity with Firewalls and NAT. Experience with CheckPoint FW-1 is a plus


• Experience with Java troubleshooting and Tomcat


• Experience with SSL protocol
  

EDUCATION:

• Bachelors (Tech) or equivalent

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."

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".

Dice
DICE

EMC Corporation (NYSE: EMC) is the world's leading developer and provider of information infrastructure technology and solutions that enable organizations of all sizes to transform the way they compete and create value from their information. Information about EMC's products and services can be found at www.EMC.com.

If you're looking to make a difference, not just in technology but wherever people live and work, to advance what's possible and move the world forward, to work with the sharpest minds in information-come to EMC. And if you're looking for greater balance in your life, we can help there too with healthy work styles, full tuition reimbursement, personal wealth-creation support, and unlimited opportunities to do important and exciting work in IT. For more information on careers at EMC and to apply, click here.

EMC values an inclusive work environment where every employee is encouraged to share their ideas and talents, so we can leverage our diversity. From our diversity, EMC draws the strength to be a world-class company.

EMC is committed to creating an environment of inclusion that has many dimensions-cross-geography, cross-organization, and across traditional lines of difference, such as gender, sexual orientation, ethnicity, and race.

Thanks,
EMC Team