Technical Support Engineer 2
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 Engineer 2 on our Technical Support Team in Bangalore
Transforming raw data into insight. Predicting the future through analysis. These are our core strengths as a groundbreaking organization changing the world through technology. Our Data Intelligence Engineering team applies science to data to predict and model future outcomes. Our engineers lead the way in developing new methods of generating meaning from data – developing new environments, methodologies, processes, tools and data governance structures. They also propose strategic or tactical plans based on business data and market trends.
As the Enterprise Technical Support Senior Analyst, you will be responsible for delivering a superior support to Dell's Enterprise customers. You will own the end to end solution for the customer through providing PHONE/email/chat and remote diagnostic technical support of Hardware and Configuration of Server, Basic storage, blades, networking and also various Operating Systems (Windows, VMWare, RedHat, etc.).
This role will cover the ANZ AOH business, ANZ Email (during business hours) and ANZ Basic Business.
Identify issues, investigate root causes and recommend solutions to enterprise problems – applying diagnostic techniques as necessary and keeping the customer informed throughout
Perform case management functions to keep cases up to date and accurate
Identify, research and input unique or recurring customer problems
Provide timely responses to customer escalations
Assists customers by diagnosing problems and providing resolutions for technical and service issues
Uses troubleshooting techniques and tools to identify products that are defective and follows guidelines in issuing service calls/contacts
Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions
Recreates, identifies and provides input on unique or recurring customer problems
Monitors and tracks issues to ensure accurate resolution
Actively involved in revenue generation activities with current Dell customers
Reviews and distributes pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors)
We provide world class training on Dell’s range of Enterprise-class equipment so you keep up to date with all the new technologies. This full time position may also include the opportunity to be trained on cutting edge Enterprise-class technologies including but not limited to Virtualization (VMWare and Hyper-V, Redhat), Blade Servers, Hyper-Converged, Network Solutions, Backup, Recovery, Archiving, iSCSI and Fibre-channel SANs, and Fluid Data.
Excellent technical knowledge and experience supporting Enterprise Class Networking, Server, Storage, and Software applications.
Working Knowledge on Windows, Linux, VMWare Virtualization Server Operating Systems.
Proven ability to troubleshoot solutions built on these technologies
Advanced Layer 2 trouble shooting experience
Effective communication skills at all levels - written and verbal
Superior customer service skills
Able to problem solve and think laterally
The proven ability to learn new and complex technology
Adaptable and able to prioritise in a fast paced, dynamic work environment
Industry qualifications - CompTIA - SERVER +, VCP, MCSE, CCNA, RHSA
Bachelor Degree or TAFE Qualification in IT or a relevant field
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.
If you can analyze complex business problems and inform key decision-making, this is your opportunity to develop with Dell.
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.