Technical Support Engineer 3 - Storage

  • Company: Dell
  • Location: Durham, North Carolina
  • Posted: October 19, 2017
  • Reference ID: R10790
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Principal Responsibilities
Acts as central point of contact for product related issues and manages the customer relationship from a technical support perspective with minimal supervision
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
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.
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.
Creative approach to problem solving.
The ideal candidate will enjoy working directly with customers and can represent Dell EMC with the highest level of professionalism.  Prior experience in technical support or similar customer facing roles is required, with the following technical skills and knowledge preferred:
Preferred Candidates will be experienced in some of the following categories:
  • OS and System Administration experience:
    • UNIX/Linux
    • Windows client/server
    • MacOS
    • Hypervisors such as VMware
  • 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 is a plus
  • Experienced within an enterprise storage environment, preferably NAS but also SAN

Job Family: Product Services
Job ID: R10790

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