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, or Oklahoma City.

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.

Applicant must possess strong customer service skills with the ability to make decisions with little supervision. Strong verbal and written communication skills are required.

What you’ll 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 chat. 

• Take ownership, monitor and track cases to ensure accurate resolution by diagnosing problems and providing resolutions for technical service issues. Proactively engage additional resources to help resolve higher complexity issues.

• Be knowledgeable of Dell’s 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 questions.

Essential Requirements:

• First-rate interpersonal phone skills, etiquette and work ethic.

• Ability to work under pressure with calmness and composure.

• Strong problem-solving and trouble-shooting skills using operational and diagnostic procedures.

• 3 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 recovery

Desirable skills:

• Associates degree preferred.

• Enterprise knowledge and certification preferred VCP, Hyper V, RedHat Linux, Networking, SQL and Windows Server.