Tech Support Engineer III
Location: Hopkinton, Massachusetts
Posted: October 19, 2017
Reference ID: R10066
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Provide support to customer/users where the product is highly technical or sophisticated in nature. Responds to situations where first-line product support has failed to isolate or fix problems for customer. Represents the company to the customer ensuring the customer is satisfied. Responsible for providing telephone, email, chat and remote diagnostic technical support of servers, storage, switches, routers, blades and various software applications (Windows, VMWare, Exchange, Oracle, Netware, etc.). Answers questions about installation, operation, configuration, customization, performance and usage of assigned products. Verifies warranty entitlement and determines appropriate action. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation. Provides basic remote deployment, maintenance and consulting services.
Consults and advises on more complex technical questions related to entire enterprise ecosystem
Acts as central point of contact for product related issues and manages the customer relationship from a technical support perspective with minimal supervision
Provides guidance, leadership, technical consultation and training to less experienced team members
Participates in the creation and maintenance of knowledge database content
Understands the customer's technical environment through regular communication and business reviews; develops support plans that recognize the customer's priorities, challenges, initiatives and potential areas for improvement
Works closely with engineering, product management, and other key internal organizations to drive innovation and performance around product requirements, enhancements, process improvements and industry best practices
In addition to their technical expertise, maintains direct linkage into other key internal organizations necessary for fast problem escalation and expedited resolution status
Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.Create new knowledge base articles to share information for reuse throughout the Technical Support Center.Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications.Gain knowledge and expertise through hand-on experience, self-study, and through a variety of learning environments.Excellent written and verbal communication skills.Excellent interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and/or ambiguous situations.Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.Ability to follow standard engineering principles and practices.Creative approach to problem solving.To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges.
Candidate should be experienced in most of the following categories:OS and System Administration experience: UNIX/Linux
Hypervisors such as VMware
Strong networking and file serving protocol experience: TCP/IP, NFS, SMB,� HTTP, FTP
Enterprise level directory services: Authentication Interop identity management LDAP, NIS, Active Directory
Experience with network packet capture and analysis
Dell is 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. Dell encourages applicants of all ages.
Job Family: Product Services
Job ID: R10066