Job Description

Job Summary

The Support Administrator for EMC Isilion plays a crucial role in delivering high-quality support and operations for our storage solutions. This position is responsible for independently resolving technical issues, providing on-call support, and conducting root cause analysis. The role significantly contributes to enhancing customer satisfaction through efficient ticket resolution and proactive support initiatives.

Key Responsibilities

1. Provide Technical Support For Emc Isilion, Addressing On-Call Escalations And Conducting Thorough Root Cause Analysis To Resolve Issues Effectively.
2. Adhere To Quality Standards And Regulatory Requirements While Ensuring Compliance With Company Policies In All Support Activities.
3. Engage In Value-Added Activities Such As Updating And Managing The Knowledge Base, Training New Staff, And Coaching Analysts To Improve Team Performance.
4. Independently Resolve Support Tickets Within The Agreed Sla, Ensuring Timely And Efficient Handling Of Ticket Volume.
5. Foster A Positive Customer Experience By Achieving High First Call Resolution Rates And Minimizing Rejected Resolutions And Reopened Cases.

Skill Requirements

1. Proficiency In Emc Isilion Storage Solutions With Solid Understanding Of Support And Operational Processes.
2. Familiarity With Netapp File Storage And Ibm Spectrum Scale Is Beneficial.
3. Strong Analytical And Problem-Solving Skills To Conduct Root Cause Analysis And Implement Effective Solutions.
4. Excellent Communication Skills For Effective Customer Interaction And Team Collaboration.

Other Requirements

1. Relevant Certifications In Emc Isilion Or Similar Technologies Are Optional But Valuable