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Technical Support Sr. Analyst – VxRail

29/08/2018

Job Description

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Technical Support Sr. Analyst on our Enterprise Technical Services team in Cork.

 

We go out of our way to give our customers the help they need. Our Enterprise Technical Support team specializes in our most highly technical and sophisticated products – from IT hardware and software to servers, networking, storage and the cloud. Issues can span installation, operation, configuration, customization, performance and usage. Fully trained on the latest upgrades or new products, the team can diagnose the problem and recommend the right solution remotely by telephone, e-mail, chat or online.

Key Responsibilities

The successful candidate will apply systems-level technical expertise to resolve customers’ issues with Hyperconverged Infrastructure and Solutions. Issues may be received through automated dial-homes, voice initiated technical calls from Dell EMC customers and customer engineers, or remote maintenance calls and Web Support Calls.

 

  • Applies systems analysis techniques and procedures to identify hardware or software problems and uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.
  • Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate.
  • Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues as may need to engage and work with other teams across Dell Technologies to resolve issues.
  • Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment and Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases
  • Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.
  • Works toward becoming subject matter expert in a particular area or areas.
  • As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required.

Essential Requirements

  • Bachelor’s Degree (or equivalent experience) in computer science, engineering or related discipline
  • 2-5 years’ experience in an I.T. or tech support role.
  • Excellent analytical and problem solving, researching and documentation skills.
  • Fluency in troubleshooting skills, methodologies and processes.
  • Ability to work in a team environment.
  • Experience troubleshooting and resolving hardware issues

Desirable Requirements

  • Experience in administration, management and troubleshooting of virtualized environments. Knowledge of VMware vSphere, vSAN, ESX, NSX
  • Fluency in a European language (other than English). In particular, French, German, Spanish, Italian, Turkish, Dutch or Russian.
  • Familiarity with Dell PowerEdge Servers – administration and troubleshooting
  • CCNA, CCNP, VCP, VCAP, Redhat, Dell certifications

 

Benefits

 

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

 

Apply now!

 

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.

 

To apply for this position follow the link: DELL

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