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. Join us as a an Engineer on our Technical Support team in Malaysia to do the best work of your career and make a profound social impact. Key Responsibilities: Our Technical Support team works with highly skilled technical advisors to develop and deliver solutions that enable customers to maximize returns on IT investments, drive efficiencies and reduce costs. You will: Resolve customer-reported issues while working closely with other cross functional teams Manage your own schedule of cases, which includes determining priority levels and sometimes negotiating and setting expectations with customers Document relevant information and ensure that the customer is communicated with in a timely manner regarding the overall progress of their issue and treated with the highest degree of respect Drive operational excellence through quality closures and proper escalation of issues Diagnosis & troubleshoot via telephone, computer systems, servers/storage & software systems within standard time frames. Escalation of issues to the Product Support team and/or Technical Support Manager in order to resolve the issue to the customer's complete satisfaction. Analytical, articulate, result-oriented and provide excellent follow-up. Maintain accurate call logging and tracking into Helpdesk database. Essential Requirements: First-rate customer focus, phone etiquette and work ethic Excellent communications skills Ability to work under pressure with calmness and composure Strong problem-solving and trouble-shooting skills using operational and diagnostic procedures As a 24x7x365 organization, shift work, holidays, weekends and on-call responsibilities may be required Desirable Requirements: Degree in Computer Science / IT related discipline with at least 1 year related working experience. Advance Diploma/Diploma holders in Computer Science/IT related discipline with a minimum of 3 years working experience in providing direct support to end-users either in customer service/field engineering or corporate help desk are also encouraged to apply. Fresh graduates with related field of studies are also encouraged to apply. Possesses understanding and technical ability for Computers. Those with professional certification from Microsoft/Red Hat/Novell will have an added advantage. Knowledge in Server / Storage / Network Switch will have an added advantage. Applicants must be willing to work in Penang, Malaysia for minimum 2 years. Able to speak in VIETNAM language is a MUST
