**Job Description:** **GSAP Technical Support Engineer I** At Dell, we are committed to bringing innovation to people everywhere and organizations of all shapes and sizes so they can transform and thrive in the digital economy.
As the Technical Support Engineer I with RSA, you will be responsible for troubleshooting and resolving client issues reported through phone and electronic submission. The emphasis of your role surrounds supporting NetWitness products and its customers using these products. You will provide support to the clients through the verbal and electronic interaction; will recommend corrective actions, alternative implementation, and solutions; and will maintain a good record of such interactions to make future such requests easier to address. **You will also be responsible for the following:** The Global Services Associate Program (GSAP) hires candidates locally and trains them centrally. As a Technical Support Engineer (TSE I), you are developed through a structured program that combines intensive training and on-the-job mentored experience. This intensive role based-training includes
+ An introduction to the storage industry, best practices and methodologies and the RSA way of doing business. + Hands-on work with RSA products and platforms, operating systems and storage infrastructure tools.
After Boot Camp, you will transition into your local office and begin working in your full-time role. Your principal duties will be to:
+ Answer and resolve a large portion of service requests on a first email/call basis + Accurately document and update Customer Service Requests (CSR's) in the tracking system of record + Maintain communications with clients on the status of all open requests. All responses should be professional, complete, well formatted, and consistent with prior communications + Manage personal queue of open requests + Proactively seek to exceed customer expectations leading to high customer satisfaction ratings + Serve as the customer's advocate to solve problems and navigate company resources + Work to constantly improve call handling and resolution processes + Assist in reducing support load by writing on-line support materials (FAQ's and KB's) + Participate in problem escalation and call prevention projects to help customers and support increase their efficiency.
**What you can learn:**
+ How one of the world’s largest technology companies serves its customers through timely communication and best in class service + How to be a productive team member on a virtual, globally dispersed team that is leading and influencing all aspects of our candidate experience and employment brand worldwide. + How to lead through influence.
**You are our candidate if you have:**
+ An ability to prioritize and manage multiple tasks, act independently and exercise good judgment + An ability to make decisions or solve problems using logic to identify key facts, explore alternatives and propose quality solutions + An ability to work well in a team environment + Excellent verbal and written communication skills + Excellent troubleshooting skills + Technical proficiency across Windows platforms including computer networking skills, Microsoft SQL Server, Microsoft IIS, LDAP, and web-based technologies + Excellent organization skills; capable of effectively balancing multiple responsibilities, managing multiple priorities in a fast-paced environment with minimal supervision + Excellent support skills and experience conducting technical training + An Associate’s or Bachelor’s degree in a technical field + Experience in a Consultant / Client Support position
**Company Description:** Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.
Equal Employment Opportunity Policy at http://content.dell.com/us/en/corp/d/corp-comm/equal-employment-opportunity-policy-statement.aspx
Life at Dell
When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. 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.
We are 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. We encourage applicants of all ages.
**Critical Hiring Criteria:**
**Functional Area(s):** Sales, Global Solutions **Business:** RSA **Business Unit:** 400 - SECURITY **Location:** US - Virginia - Reston, US - Massachusetts - Bedford **AutoReqId:** 178894BR