Technical Support Senior 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 Bayan Lepas, Penang to do the best work of your career and make a profound social impact.
Key Responsibilities: As a Technical Support Engineer, you possess a proven aptitude for learning new technologies and constantly progressing your expertise, in a proactive, self-driven manner. You are highly analytical and methodical while working to solve product and network problems of medium to high complexity. As part of this customer-facing role, you will work closely with our Engineering team and impact product development.
Principal Responsibilities
- Responds to incoming contacts which are SLA bound, related to Dell enterprise hardware, peripherals, applications, networking and its associate products.
- Assists customers by diagnosing problems and providing resolutions for technical and service issues.
- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in dispatching services/parts
- Assumes complete ownership of customer issue until resolved involving multiple inbound and outbound communications; owns the issue and engages/collaborates with multiple resources.
- Documents problems, diagnostics, interactions, next steps, and solutions implementation in a CRM tool
- Provides timely response to customer escalations with appropriate notification to all required EEC staff (RMs, TSMs, SMTs, SPSPEs, SPEs, Tech Leads, Team Managers)
- Performs required case management functions as related to assigned TSAM including the written summaries of outcome((RCA/PIR)).
- Maintains proficiency of Dell's Enterprise product line and service offerings along with current industry products and technologies.
- Focuses on delivering a best in class customer experience according to Dell standards.
- Participates in and contributes to initiatives that improve overall product/report quality.
- Proactively contributes to increasing team efficiency by sharing knowledge, providing feedback about best practices, writing tools / utilities.
- Complies with work schedule adherence to ensure overall service level agreements are achieved.
Essential Requirements:
- Ability to demonstrate sense of urgency regarding customer reported issues.
- Excellent telephone and customer handling skills.
- Excellent analytical and logical thinking skills.
- Ability to work under pressure.
- Ability to deal professionally with demanding customers.
- Ability to learn processes & procedures, new products and technologies.
- Exceptional verbal and written communication skills, with proven experience interacting with a range of personalities and styles, to establish effective relationships at all levels of the organization.
- Ability to work shift(s) on a rotating schedule that includes evenings, weekends, holidays.
- As a 24x7x365 organization, ability to work shifts on a rotating schedule that includes holidays and weekends is a must.
- Applicants must be willing to work in Bayan Lepas, Penang.
Desirable Requirements:
- Degree in Computer Sciences / Information Technology related discipline or equivalent prior work experience in a related field.
- Possesses understanding and technical ability for Servers/Storage/Networking.
- Good knowledge and/or working experience on DELL EMC products.
- Good knowledge and/or working experience on operating systems like UNIX and Windows and awareness on Virtualization, VMware, Microsoft, Red Hat, Networking.
- Industry qualifications: CompTIA Server+, MCSE, VCP, CCNA.
Dell Technologies is a unique family of businesses that helps organizations and individuals build their digital future and transform how they work, live and play—providing customers with the industry’s broadest and most innovative technology and services portfolio. We value our customers, winning together, innovation, results and integrity. Grow your career with a highly competitive salary, bonus programs, world-class benefits and unparalleled learning and development opportunities— all at a company that is proud to be diverse and inclusive. Learn more on how we are closing the diversity gap 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 Employment Opportunity Policy here.
