Technical Support Engineer 2
Company: Dell
Location: Brookline
Posted on: May 6, 2022
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Job Description:
Technical Support EngineerAt Dell Technologies, world-class
service doesnt end when a customer purchases our innovative
products. Our Technical Support team is there for them whenever
they need help by phone or email, online and on social media. No
matter how complex the challenge, we rise to it. We answer
questions about the installation, operation, configuration,
customization and use of Dell Technologies products. For critical
matters, we use our systems to provide remote diagnostic technical
support. If theres an issue with a customers product, well analyze
it, identify the cause, recommend a solution and document the
problem.Dell is looking for several individuals to join our growing
Technical Support Storage Team. Because of the growth in our
Storage group this is an exciting time to join Dell. This position
provides technical support for Dell products in multiple Storage
environments.To do the best work of your career join us as a
Technical Support Engineer at one of our Support Services sites in
Eden Prairie, MN, Round Rock, TX, Draper, UT, Hopkinton, MA,
Research Triangle Park, NC or Oklahoma City, OK.This position
serves as the first point of contact for customers with technical
support issues and questions on advanced storage attached network
(SAN) and network attached storage (NAS) environment. Applicant
will be responsible for answering common questions regarding
installation, operation, configuration, customization, performance,
and usage of assigned products through providing telephone, email
or chat. Documents problems, diagnostics, interactions, next steps,
and solution implementation in the solution support database.What
youll achieve:As a Technical Support Engineer, you will resolve
complex technical issues in a fast-paced, customer critical
environment, working on improving processes, standards and
strategies to perfect our Support Services.Demonstrate case
management skills for each customer case by responding to customer
technical problems or issues related to hardware, software and
networking via phone, e-mail and chatTake ownership, monitor and
track cases to ensure accurate resolutionby diagnosing problems and
providing resolutions for technical service issues. Proactively
engage additional resources to help resolve higher complexity
issuesBe knowledgeable of Dells product line, processes, policies,
current industry products and technologies. Focus on delivering a
positive customer experience according to Dell standards. Advise
and educate customers within procedural guidelines to ensure a
complete solution to their technical or service questionsEssential
Requirements:First-rate interpersonal phone skills, etiquette and
work ethicAbility to work under pressure with calmness and
composureStrong problem-solving and trouble-shooting skills using
operational and diagnostic procedures3 to 5 years of experience in
a previous technical support role.Advanced storage center knowledge
in Fibre channel, iSCI, RAID, Block/File level management and
Disaster recoveryDesirable skills:Associates degree
preferredEnterprise knowledge and certification preferred VCP,
Hyper V, RedHat Linux, Networking, SQL and Windows ServerHeres our
story; now tell us yoursDell Technologies helps organizations and
individuals build a brighter digital tomorrow. Our company is made
up of more than 150,000 people, located in over 180 locations
around the world. Were proud to be a diverse and inclusive team and
have an endless passion for our mission to drive human
progress.Whats most important to us is that you are respected, feel
like you can be yourself and have the opportunity to do the best
work of your life -- while still having a life. We offer excellent
benefits, bonus programs, flexible work arrangements, a variety of
career development opportunities, employee resource groups, and
much more.We started with computers, but we didnt stop there. We
are helping customers move into the future with multi-cloud, AI and
machine learning through the most innovative technology and
services portfolio for the data era. Join us and become a part of
whats next in technology, starting today.You can also learn more
about us by reading our latest Diversity and Inclusion Report and
our plan to make the world a better place by 2030 here.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. Dell encourages applicants of all ages. Read the
full Equal Employment Opportunity Policy here.
Keywords: Dell, Brookline , Technical Support Engineer 2, Engineering , Brookline, Massachusetts
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