Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Enterprise Senior Analyst

Expired Job

Dell Inc Draper , UT 84020

Posted 3 months ago

Enterprise Technical Support, Senior Analyst

Competitive salary

Draper, UT

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.

Principal Responsibilities

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.

Technical Skills

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



See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Sr Analyst Enterprise Tech Services

Dell Inc

Posted 6 days ago

VIEW JOBS 12/6/2018 12:00:00 AM 2019-03-06T00:00 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 Senior Analyst, Enterprise Technical Service in Draper, UT RESPONSIBILITIES: Acts as a remote customer advocate to champion specific customer needs in collaboration with field team. Applies systems analysis techniques and procedures to determine hardware or software systems functionality. Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments. As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required. Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues. Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions. Understands and uses sphere of influence extending outside of the department. 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. Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution. Maintains a closed-loop communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers. Validates technical information and issues early warning and disseminates information as needed. Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs. Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database. Participating in and possibly leads conference calls with customers Knows their audience and articulate accordingly. Reviews technical solution articles for accuracy and completeness, and give feedback to the authors. Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues. Works toward becoming subject matter expert in a particular area or areas. 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. 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 Job Family: Product-Services Graduates Job ID: R71943 Dell Inc Draper UT

Enterprise Senior Analyst

Expired Job

Dell Inc