Job Location: Bracknell, United Kingdom

Technical Support Engineer III

RSA, The Security Division of EMC, is the premier provider of security solutions for business acceleration, helping the world's leading organizations succeed by solving their most complex and sensitive security challenges. RSA's information-centric approach to security guards the integrity and confidentiality of information throughout its lifecycle – no matter where it moves, who accesses it or how it is used.

RSA offers industry-leading solutions in identity assurance & access control, data loss prevention, 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. For more information, please visit www.RSA.com and www.EMC.com.

GENERAL SUMMARY

Applies advanced systems level technical expertise to resolve standard to complex systems level customer issues. Customer issues may be received by Support Centres through automated dial-homes, voice initiated technical calls from RSA Customers, Customer Engineers, or remote maintenance calls and Web Support Calls. 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.

PRINCIPAL DUTIES AND RESPONSIBILITIES

· Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to complex system level issues. Identifies, documents and escalates customer issues to senior resources. Uses standard internal and external diagnostic test equipment and product trace and logging procedures.

· 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.

· 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 RSA Technical Support co-workers as appropriate.

· Identifies and interprets interoperability and support matrixes. Identifies, reviews, creates and delivers timely and highly focused training programs and/or serviceability enhancements within the Field and Technical Support Departments.

· Communicates effectively to internal and external customers as necessary through a variety of mediums.

· 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 24 X 7 X 365 organization shift work, holidays and on-call responsibilities may be required.

· Continues to develop technical and business knowledge related to EMC products. Makes a recommendation to higher level technical support engineers or management for improving processes, standards and strategies. Regularly submits content to the knowledge database. Regularly reviews and approves submitted content to the knowledge database.

Required Skills and Experience

· Excellent Java and database diagnostic Skills.

· Excellent communication skills.

· Analytical ability.

· Knowledge of job associated programming languages.

· Detail oriented.

· Ability to work in a team environment.

· Ability to work independently.

· Vendor management skills.

· Experience with RSA IPV products an advantage.

Salary – Competitive

Location – Bracknell, Berkshire

Posting date – 31^st January 2014

Closing date – 28^th February 2014

Job ID: 121138BR

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