Technical Support Engineer javascript

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.Technical Support EngineerJoin us as a Technical Support Engineer on our Product Family team in Bangalore to do the best work of your career and make a profound social impact. What you ll achieve You will act as a remote customer advocate to champion specific customer needs in collaboration with field team. You will assess when it is necessary to engage or escalate to more senior resources to resolve more complex issuesYou will:
• Apply systems analysis techniques and procedures to determine hardware or software systems functionality.
• Apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.
• Contribute and develop knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions.
• Determine which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate. Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
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
• Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.
• Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database.
• Reviews technical solution articles for accuracy and completeness, and give feedback to the authors.
• Maintains a closed-loop communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status .
• Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.
Desirable Requirements
• Understands and uses sphere of influence extending outside of the department. Validates technical information and issues early warning and disseminates information as needed.
• Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs. Works toward becoming subject matter expert in a particular area or areas.
• Typically requires 2+ years of related experience in a professional role with a Bachelor s degree; or an advanced degree without experience; or equivalent experience.
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: 15 March 2022Dell 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 .,

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