Technical support Engineer 2- Server support-EMEA -ISG

Technical support Engineer 2- Server support-EMEA -ISG
Location: Bangalore

At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.

Join us as a Technical support Engineer 2 on our Enterprise technical support team in Bangalore to do the best work of your career and make a profound social impact.

As the Technical Support Engineer 2, you will be responsible for delivering a superior support to Dell’s Enterprise customers. You will own the end to end solution for the customer through providing PHONE/email/chat and remote diagnostic technical support of Hardware and Configuration of Server, Basic storage, blades, networking and also various Operating Systems (Windows, VMWare, RedHat, etc.).

This role will have 24/7 coverage with rotational shifts.

Key Roles and Responsibilities:

• Providing (Telephone/email/chat/WhatsApp (& other digital channels) and remote diagnostic technical support of Servers, Storage, Switches, Routers, Blades, Modular and Various OS environments (Windows, VMWare, RHEL, SUSE, etc.)
• Answers questions about installation, operation, configuration, customization, performance, and usage of assigned products and Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
• End-to-end Workorder/ Dispatch management.
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures and Documents problems in the support solution database for diagnostics and solution implementation.
• Actively involved in revenue generation activities with current Dell customers and Reviews and distributes pertinent cross-functional information (e.g., Sales, Technical Account Managers, Customer Care, External Vendors, etc.)
• Responsible for Providing best customer experience (lowest DSAT) & feedback for improvement for any issues which are being captured, which would enable Business to improvise on Net promoter Score.
• Drive all required Critical Success Factors and Key Performance Indicators and provide in Root Cause Analysis, CLCA analysis and feedback as needed

Essential Requirements:

• 2 to 5 years of relevant experience in Enterprise Technical Support (Server/Storage)
• Looking for candidates who are Team players with customer centric approach and Excellent telephonic & Email communication skills.
• Willingness to take additional initiatives for future growth
• Willing and Drive to upskill through additional certifications even after getting into the role
• Willingness to work in a 24/7 environment is a must (This queue demands staffing across 365/24/7)

Desirable Requirements:

• Working knowledge on Products: PE (PowerEdge – Rack, Tower & Converged Products), PV (PowerVault).
• Technical Certification like CompTIA A+, CompTIA Server+, CCNA, VCP, RHEL, MCSA Etc.

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life - while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

Application closing date: 15th April 2021

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here.