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Technical Support Engineer – Level 1

01/12/2017

DELL

Job Description

 

The Technical Support Engineer – Level I (TSR) applies basic level technical support expertise to facilitate customer incident and problem resolution. Customer requests may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Partners, Internal employees, remote maintenance calls, Chat and Web Support Calls.

The TSE will use independent judgment to accomplish objectives. Works closely with cross functional team and other technical business units to increase knowledge and resolve customer issues. Identifies and provides resolutions to a diverse range of technical problems. Act as a remote customer advocate for selected accounts and ensure customer’s cases are driven to resolution.  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.

The TSE will be responsible for monitoring of customer cases opened with Dell EMC (or VMware, Cisco and EMC) to ensure resolution and proper turnover. May need to engage or escalate to more senior resources to resolve more complex issues. Will be expected to develop and participate in solutions based Vblock training and problem resolution skills development. Develops broad knowledge of the organization’s mission and strategy and relates it to day-to-day issues.

 

 Responsibilities

  • Updating and reporting on customer cases opened through Dell EMC ticketing system
  • Applies basic technical expertise using standard operating and diagnostic procedures to resolve technical issues
  • 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
  • Understands and leverages Dell EMC’s technical communication structure. Sphere of influence extends well outside of the department
  • May be asked to participate in virtual team training and product knowledge sharing meetings
  • Will participate in the creation and maintenance of eService applications such as Chat, Knowledgebase content, Support forums, etc
  • Validates technical information and issues early warnings and disseminates information as needed. Contributes new information to the knowledge base
  • 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
  • Develops technical and business knowledge related to EMC, CISCO & VMware products related to the Dell EMC product line
  • As a 24X7X365 organization, shift work, holidays and on-call responsibilities will be required. Willing to work  weekends / rotating day shift assignments as required

Qualifications

  • Fluency in English and at least one of the following languages (French/Italian/German/Spanish) is desirable
  • At least 1-2 years experience in a telephone-based Technical Support or Customer Service role
  • Basic knowledge of OS (Windows / Linux / VMware)
  • Excellent written and verbal communication skills
  • Experience in networking, storage (SAN/NAS), storage arrays would be an advantage however not essential
  • Adaptable (ability to quickly learn new technologies as required)
  • Ability to work in a high-pressure environment
  • Self-confidence – Ability to express opinions and influence effectively
  • Excellent written and verbal communication skills
  • Professional demeanor – punctuality, professional attire
  • Interested in new technologies and willingness to learn

Benefits

  • Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.

To apply for this position, please follow the link. For assistance on arrival in English, Italian, French and Spanish please contact our colleagues at EazyCity, www.eazycity.com.

 

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