Technical Support Engineer 2
Company: Dell Technologies
Location: Eden Prairie
Posted on: May 11, 2022
Job Description:
Technical Support Engineer 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. Dell is looking for several individuals to join our
growing Technical Support Storage Team. Because of the growth in
our Storage group this is an exciting time to join Dell. This
position provides technical support for Dell products in multiple
Storage environments. To do the best work of your career join us as
a Technical Support Engineer at one of our Support Services sites
in Eden Prairie, MN, Round Rock, TX, Draper, UT, Hopkinton, MA,
Research Triangle Park, NC or Oklahoma City, OK . This position
serves as the first point of contact for customers with technical
support issues and questions on advanced storage attached network
(SAN) and network attached storage (NAS) environment. Applicant
will be responsible for answering common questions regarding
installation, operation, configuration, customization, performance,
and usage of assigned products through providing telephone, email
or chat. Documents problems, diagnostics, interactions, next steps,
and solution implementation in the solution support database. What
you'll achieve: As a Technical Support Engineer, you will resolve
complex technical issues in a fast-paced, customer critical
environment, working on improving processes, standards and
strategies to perfect our Support Services.
- Demonstrate case management skills for each customer case by
responding to customer technical problems or issues related to
hardware, software and networking via phone, e-mail and chat
- Take ownership, monitor and track cases to ensure accurate
resolutionby diagnosing problems and providing resolutions for
technical service issues. Proactively engage additional resources
to help resolve higher complexity issues
- Be knowledgeable of Dell's product line, processes, policies,
current industry products and technologies. Focus on delivering a
positive customer experience according to Dell standards. Advise
and educate customers within procedural guidelines to ensure a
complete solution to their technical or service questions Essential
Requirements:
- First-rate interpersonal phone skills, etiquette and work
ethic
- Ability to work under pressure with calmness and composure
- Strong problem-solving and trouble-shooting skills using
operational and diagnostic procedures
- 3 to 5 years of experience in a previous technical support
role.
- Advanced storage center knowledge in Fibre channel, iSCI, RAID,
Block/File level management and Disaster recovery Desirable
skills:
- Associates degree preferred
- Enterprise knowledge and certification preferred VCP, Hyper V,
RedHat Linux, Networking, SQL and Windows Server 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. 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.
Keywords: Dell Technologies, Eden Prairie , Technical Support Engineer 2, IT / Software / Systems , Eden Prairie, Minnesota
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