Technical Support Engineer 2

At Dell Technologies, world-class service doesn’t 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 there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.

Join us as a Technical Support Engineer2 on our Product Services team in Round Rock, OKC, Draper or RTP, North Carolina to do the best work of your career and make a profound social impact.

What you’ll achieve
As a Technical Support Engineer 2, 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.

You will:

• Take ownership of technically complex customer reported issues from web, phone, chat and email sources and work closely with the customer until it is completely resolved working with senior support engineers

• Ensure that he/she is available to work in shifts and flexible with overall coverage for technical support to include weekends

• Document relevant information and ensure that the customer is communicated in a timely manner regarding the overall progress of their issue

• Resolve customer reported issues while working closely with the Engineering, SE and other cross functional teams and provide feedback to Engineering for improving the product quality and reliability

• Ensure that customers are treated with highest degree of respect and drive operational excellence through quality closures and proper escalation of issues

Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

• 1+ years of relevant experience troubleshooting Server Hardware,  Hyperconverged Infrastructures, Virtualization technologies (vSphere, RedHat), Software Defined Storage (vSAN ScaleIO)

• Excellent understanding of LAN & WAN Network topologies, in-depth knowledge of TCP/IP Protocol Suite, LAN/WAN access technologies, Internet Security Architectures and Routing Protocols

• Candidate must have a strong customer orientation, excellent phone etiquette and an excellent work ethic to meet staffing attendance requirements

• Candidate should also possess excellent communications skills and be in position to work under pressure with calmness and composure

Desirable Requirements

• Bachelor's degree

• Data center experience

• Additional language skills