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Field Support Specialist

Job Description
Responsible for the diagnosis, implementation, and use of EMC software and hardware products. Is able to provide escalated support for technical product and IT environment (host/network/SAN) issues as well as procedural issues related to installs, upgrades, and CCA entry/submissions. Escalated support may include providing advanced troubleshooting techniques during corrective maintenance, install, upgrade, and implementation activities. Typical work is performed remotely; however, onsite presence may be required for problem resolution. Works closely with MATCO Sales, Technical Support, manufacturer, and the customer to ensure problem resolution.

Technical/Functional Focus:
Performs diagnostics on complex machine and customer environment issues in minimal time and oversees repairs. Uses diagnostic aids, tools, test equipment, technical bulletins, reference material and experiential expertise. Diagnosis also includes both proactive and reactive performance resolution. Assists Global Services personnel in building configurations. Reviews and approves configurations and procedures as necessary. Advises customers, partners, and Global Services personnel on technical matters, such as complex issues and diagnostic techniques. In performing such duties, work is largely performed remotely via phone and online connection, and can also include onsite assistance particularly with pre-work planning and design. Performs and submits Root Cause Analysis reports. Drives suggestions to improve operating procedures through to the customer. Recommends cross-functional technical training programs and may assist or instruct other Global Services personnel to increase technical ability and proficiency. Conducts seminars for technical roles. Provides proactive support to the Global Services organization by performing configuration reviews. Leverages knowledge and prior experiences to identify issue areas before install or upgrade work is started.
Able to oversee hardware installations, engineering change orders, and sales changes on various equipment types. Able to devise and implement maintenance programs that optimize machine performance and minimize data unavailability and data loss, while controlling maintenance costs. Advises customer as required and assists in site preparation activities including complex configurations and design planning. Coordinates cross functional resources to build action plan and resolve customers technical issues. Engages appropriate specialists, technical support groups as well as members of sales team. Represents MATCO in a professional manner to customers, to MATCO Partners at all times. Provides proactive correction and ensures compliance with published technical alert and escalation procedures. Keeps appropriate management personnel informed. Partners with other experienced Field Support Specialists, as required with difficult situations.
Administrative/Development Focus:
Submits suggestions to improve operating procedures, reliability or maintainability, and cost control largely through articles in procedural guideline publications. Prepares, maintains and submits activity/progress reports and time recording/management reports in accordance with published procedures. May also support other activities as required by management. Maintain technical/product knowledge with both formal and informal training in contemporary technological areas. Uses discretion and good judgment to determine when escalation is appropriate.
Role Requirements/Recommendations:
  • Degree in Computer Science/Information Systems/Engineering or equivalent
  • 2-3 years field/support experience in comparable IT environment
  • Proficiency in hardware, software and/or operating systems environments
  • Travel and overtime required