Enterprise Technical Support, Senior Analyst
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 an Enterprise Technical Support, Senior Analyst on our remote Technical Support team in Draper, UT
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.
Provide support to customer/users where the product is highly technical or sophisticated in nature. Responds to situations where first-line product support has failed to isolate or fix problems for customer.
Represents the company to the customer ensuring the customer is satisfied. Responsible for providing telephone, email, chat and remote diagnostic technical support of servers, storage, switches, routers, blades and various software applications (Windows, VMWare, Exchange, Oracle, Netware, etc.). Answers questions about installation, operation, configuration, customization, performance and usage of assigned products. Verifies warranty entitlement and determines appropriate action.
Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation. Provides basic remote deployment, maintenance and consulting services.
oConsults and advises on more complex technical questions related to entire enterprise ecosystem
oActs as central point of contact for product related issues and manages the customer relationship from a technical support perspective with minimal supervision
oProvides guidance, leadership, technical consultation and training to less experienced team members
oParticipates in the creation and maintenance of knowledge database content
oUnderstands the customer's technical environment through regular communication and business reviews; develops support plans that recognize the customer's priorities, challenges, initiatives and potential areas for improvement
oWorks closely with engineering, product management, and other key internal organizations to drive innovation and performance around product requirements, enhancements, process improvements and industry best practices In addition to their technical expertise, maintains direct linkage into other key internal organizations necessary for fast problem escalation and expedited resolution status
Required Skills / Responsibilities
oResearch customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
oEscalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.
oLeverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
oCreate new knowledge base articles to share information for reuse throughout the Technical Support Center.
oShare best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications.
oGain knowledge and expertise through hand-on experience, self-study, and through a variety of learning environments
o.Excellent written and verbal communication skills.
oExcellent interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and/or ambiguous situations.
oStrong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
oAbility to follow standard engineering principles and practices.
oCreative approach to problem solving.
oTo be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges.
Background in Virtualization, specifically VMWare (VCP Certification is a plus!)
Candidate should be experienced in most of the following categories:
OS and System Administration experience: UNIX/Linux, Windows client/server, MacOS
Strong networking and file serving protocol experience: TCP/IP, NFS, SMB, HTTP, FTP
Enterprise level directory services: Authentication, Interop identity management, LDAP, NIS, Active Directory
Experience with network packet capture and analysis Dell is an equal opportunity employer.
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.
Job Family: Product-Services Job ID: R69872