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Job Summary: Remote

Job Details: Technical Support Engineer 2- High End Storage

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 Technical Support Engineer 2 on our High End Storage Technical Support team based in North Ryde.

We go out of our way to give our customers the help they need. Our Technical Support Engineer team specializes in our most highly technical and sophisticated products – from Storage, Software, Servers, Networking, and the Cloud. Issues can span from 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.

Principal Responsibilities:

Assists customers by diagnosing problems and providing a resolution related to Dell EMC Storage Management Hardware and Software in a high pressure environment.
Assumes complete ownership of a customer issue until resolved and effectively communicates when necessary to Engineering, Field, Customer Support and Dell EMC Customers on procedural and technical issues.
Maintains a ‘closed-loop’ communication style assuring all appropriate individuals are notified of problem resolution status.
Documents problems, diagnostics, interactions, next steps, and solutions in a Salesforce CRM tool.
Maintains needed technical documentation in an organized fashion allowing immediate availability. Includes updating service requests and knowledge base articles as required and keeps abreast of all new developments, as information becomes available.
Uses current experience and product knowledge to update and improve TSE processes and procedures. Validates technical information and issues early warnings and tech tips as needed. Initiates engineering analysis by providing researched data to open engineering investigation. (OPT)
Demonstrates the ability to work with other language and cultural differences of both internal and external Dell EMC Customers and focuses on delivering a best in-class customer experience.
Maybe required to work weekends as business indicates.
Essential Requirements:

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:

Degree in Computer Sciences / Information Technology related discipline or equivalent 1-5 years prior work experience in a related field.
Possesses understanding and technical ability for Servers/Storage/Networking/Software.
Good knowledge and/or working experience on operating systems like UNIX and Windows and awareness on Virtualization, VMware, Microsoft, Red Hat, Networking.
Industry qualifications: CompTIA Server+, MCSE, VCP, CCNA.
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.

If you want to be at the leading edge of technically challenging customer support, this is your opportunity to develop with Dell.

Job Family: Engineering Remote
Job ID: R038034