Upgrade Engineer- EMC- Egypt

Job Details:
• Interfaces directly with technically literate customers (or SAMs) to initiate remote activity, to provide activity status updates, and to confirm activity completion.
• Execute technical pre-upgrade health checks to ensure customer environment readiness: Verify upgrade package availability, stable connections, and customer contact.
• Assess client environment - ensure that there are no open SR's that may impact the upgrade. Postpone activity and inform customer if environment is not adequately prepared for upgrade.
• Effectively communicates process and procedure to internal and external customers in a highly stressful environment. Maintains a 'closed loop' communication style assuring all appropriate individuals are notified of problem resolution status. Manage next customer contact (NCC) requirement.
• Regularly provides remote services in a complex information infrastructure environment. Ability to convey sophisticated ongoing system services is critical to, and an essential component of, both EMC's business operations and the business operations of EMC customers. Applies services expertise to resolve customer requested activities remotely. Acts as a remote customer advocate to promote the longevity of the customer's environment through health checks and scheduled upgrades.
• Execute scheduled activities - consult internal systems for activity procedure, document actions taken in CRM.
• Maintain awareness of code issues and associated issues.
• Assist customer/field in opening additional Service Request for further Remote Proactive eligible activities.
• As a 24x7x365 organization, shift work, holidays, weekends and on-call responsibilities may be required.
• Working knowledge of a product or products.
• Escalate activity upon error - works with Supervisor and Senior Proactive Support Engineers to build and utilize a network for escalation and to aid in task resolution.
• Adheres to product specific guidelines, procedures, and best practices (CCA's). Understands and applies the detailed processes and best practices involved with the Remote Proactive engagement lifecycle. Uses working knowledge of internal remote tools to ensure compliance with agreed upon Service Level Objectives (SLO).
Desired Skills and Experience
• Ability to execute and deliver key objectives in a timely manner
• Ability to prioritize projects and/or deliverables.
• Ability to work in a high-pressure environment.
• Ability to work in a team environment. • Business Writing skills.
• Communication skills.
• Customer focused.
• Detail oriented.
• Interpersonal skills.
• Proactive.
• Exhibits confident behavior.
• Responsiveness.
• Sense of urgency.
• Time management skills.
• Strong computer skills.
• Strong technical aptitude.
• Fluent English, second language is a plus
• Communication or computer science background
• The following technical skills are required: • Networking • Windows Operating system • Storage • Linux
• The following technical skills are a plus: • Java • C++..
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