Principal IT Support Services Specialist
Hopkinton , Massachusetts
January 10, 2017
**Job Description:** Dell Information Technology is a world-class IT organization that employs 5000+ across the globe. We are focused on driving business transformation, superior customer satisfaction, and revenue growth through innovation and cutting-edge technology that leverages traditional ERP, as well as cloud, analytics, mobile, and social solutions. **General Summary:** Supports the Corporate Business community and labs providing first level dispatch, application/operating system support, and consultation for all IT desktop and lab server needs. Receives, assesses, troubleshoots, and resolves support requests. Duties may also include supporting the internal Voice network, telephone support, and voice messaging systems. Technical support for LAN/WAN networks, LAN administration, troubleshooting hardware and software (routers, switches, hubs, etc.) is required. MUST be available to respond to emergency outages after hours if necessary. May be called upon to work on special projects external to workload. May be asked to perform other duties as required. **Principal Duties and Responsibilities:** ‒ Serve as a front line interface to users; recommend hardware and software solutions to the customer and the business unit ‒ Install, troubleshoot, configure, and repair Windows client (Win 7, Win 10, etc.) Operating Systems ‒ Diagnose problems and fully support (install, troubleshoot, configure and repair) a variety of internal and third party applications for client workstations ‒ Assist in testing applications, service packs, and patches prior to corporate-wide release; perform duties as an Exchange Administrator ‒ Implement and install wide-scale data communication networks (wired and wireless) for internal company needs; troubleshoot, set, and change VLANs, ports, and subnets on switches within the WAN ‒ Assist with implementing and installing Voice/Telecom systems, Voice Messaging system and deploy new phone and voice mail extensions; use commands to configure, move, add, and change telephone extensions within the same building ‒ Independently troubleshoot, trace, and repair connectivity problems from the jack to the Patch/PBX panels in both LAN/WAN and Telecom environments ‒ Serve in a hands/eyes role for several other supporting IT groups, including but not limited to: Global Security Organization, Global Systems Group, Global Command Center, Networking and Telecom Groups ‒ Communicate highly technical information to both technical and nontechnical personnel; may be asked to conduct training to other technicians ‒ Provide outstanding customer service and world class support in a large, fast paced, highly pressurized, corporate environment ‒ Assist in identifying and documenting process/procedure changes and/or entering technical solutions in the internal knowledge base ‒ Identify incorrect process flows within the ticketing system and influence change as appropriate **Qualifications:** _Required:_ ‒ Possess full understanding of installing, troubleshooting, configuring, and repairing Windows client (Win 7, Win 10, etc.) Operating Systems ‒ Able to diagnose problems and fully support (install, troubleshoot, configure and repair) a variety of internal and third party applications for client workstations ‒ Possess a full understanding of protocols (TCP/IP and subnetting), VPN, and basic commands from the command prompt (ipconfig, tracert, etc.) ‒ Knowledge with appropriate networks, products and protocols ‒ Full understanding of ticketing systems and ability to log/update/close tickets, prioritize issues and balance workloads bringing customer problems to full resolution ‒ Strong working knowledge of Microsoft Exchange and Microsoft Office products ‒ Strong customer service skills and ability to work in a high pressure environment _Preferred:_ ‒ Experience with Cisco VoIP and Call Center ‒ Familiarity with Call Center telecom systems ‒ Experience with Service Now **Why work with us?** ‒ Life at Dell means collaborating with dedicated professionals with a passion for technology ‒ When we see something that could be improved, we get to work inventing the solution ‒ Our people demonstrate our winning culture through positive and meaningful relationships ‒ We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential ‒ Our team members’ health and wellness is our priority as well as rewarding them for their hard work **EMC Values:** 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):** Information Technology **Business:** EMC GES **Business Unit:** 100 - EMC CORPORATE **Location:** US - Massachusetts - Hopkinton **AutoReqId:** 174124BR

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