Technical Support Engineer

Job Description

Technical Support EngineerAt 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 on our Product Services team in Bangalore to do the best work of your career and make a profound social impact.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. You will:
• Provide Expertise Level 2/Level 3 Support on Object Storage solutions and Act as a remote customer advocate to champion specific customer needs in collaboration with internal teams.
• Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to complex system level issues in unique and often complex customer environments.
• Identifies and provides resolutions to an assortment of technical problems.
• Develop and implement resolutions to identified problems, and follows standard practices and procedures.
• Communicates effectively to internal and external customers as necessary through a variety of mediums on procedural and technical issues in a fast paced and customer critical environment.
• Taking ownership of customer issues reported and seeing problems through to resolution with closed loop communication ensuring all appropriate individuals are notified of ongoing issues and problem resolution status
• Prioritize and manage several open issues at one time determining priority levels and negotiating and setting expectations with customers
• Customer issues may be received by Support Centres through automated dial-homes, voice initiated technical calls from Dell Customers, Customer Engineers, or remote maintenance calls, Web Support Calls.
• Work on customer issue remotely via phone/email/chat/WebEx & provide technical support to existing and prospective customers for Dell Object Storage products.
• Refer to internal database or external resources to provide accurate tech solutions.
• Reviews technical solution articles for accuracy and completeness, and give feedback to the authors
• Document technical knowledge in the form of notes and manuals and develop knowledge base.
• Following standard procedures for proper and timely escalation of unresolved issues to the appropriate internal teams (e.g. Escalation Engineering/ software developers/Management/Field teams)
• Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs.
• Expand knowledge of EMC products & Works toward becoming subject matter expert in a particular area or areas.
Take the first step towards your dream career Every Dell Technologies team member brings something unique to the table. Here s what we are looking for with this role: Essential Requirements
• Ability to provide step-by-step technical help, both written and verbal
• Candidates should demonstrate specific knowledge of Dell products and their value added to the customer
• Exhibit a positive attitude to customers and other employees.
• As a 24X7X365 organization, Flexible to work in 24/7 shifts especially APJ shift 3.30a.m. to 12.30p.m. IST. Willingness to work on holidays, weekends and on-call responsibilities as may be required
• BS degree in Information Technology, Computer Science or relevant field with minimum 2 years of experience with cloud-based storage systems
• Excellent Customer Service Skills, problem-solving, strong Interpersonal and presentation skills
• Ability to learn and apply new technology and methodologies in a distributed environment
• Proven ability to work with Enterprise and Service Provide customers.
• Ability to think quickly on your feet in the face of difficult questions and always remaining professional
• Desirable Requirements
• Experience in NAS/ SAN /Cloud storage would be an added advantage. Storage industry certifications is an added advantage.
• Experience on VNX/Celera/Isilon/ Net App/Unity/Elastic Cloud Storage/Amazon S3/Azure
• Additional certification in Microsoft, Linux, Cisco, VMware or similar technologies is a plus
Here s our story; now tell us yoursDell 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: DD Month YYYYDell 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 .,

Keyskills :
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