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Job Status:
Full Time
Work Experience Required:
Up to 2 Years
Hours/Shifts:
Day (First Shift)
Education Required:
Certification Required:
Unspecified
Weekends:
Not Required
Authorized to work in US:
Yes
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| Pay and Benefits |
Salary Range:
Unspecified
Benefits:
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Enterprise Technical Support Analyst-09000D8R
Dell
Description
Responsible for providing technical support for customers on operation or maintenance of Dell server products. Assists phone customers by diagnosing problems, and providing resolutions for technical and service issues.
Principal Accountabilities
· Troubleshoots technical issues with Dell servers (hardware and software) in order to resolve customer issues.
· Follows up with customers via phone and email to ensure a total solution for their technical questions.
· Escalates calls, as appropriate, to the respective group for higher level technical support.
· Takes an average of over 90 inbound calls per week.
· Interacts with L1 technicians, Technical Review Technicians, AES Server management, DSN, Service Vendors, Logistics
· Works on customer technical issues that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations.
· Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.
· Devises creative and innovative approaches where established criteria do not exist.
· Makes significant decisions having considerable impact on normal operations, profitability, or reputation of Dell.
· Must have competent knowledge of all Dell Platforms
· Receives training on all new AES products (regardless of platform)
· Be able to communicate effectively through written skills
Qualifications
· Power Edge systems skills.
· Moderate knowledge of Microsoft Operating systems.
· Basic customer service skills.
· Competent knowledge of Dell servers.
· Competent knowledge of Microsoft 2000Server, Small Business Server 2000and 2003, and Windows NT 4.0.
· Competent typing skills.
· Analytical ability to gather and interpret data.
· Basic knowledge of Dell's product line, current industry products and technologies.
· Competent writing skills
· Competent interpersonal skills
· Competent knowledge of all Dell Hardware used in both Server and Workstation systems
· Competent knowledge of at least one of the following operating systems: Linux, Novell, MS Windows NT4/2000/2003, MS Windows XP
· Excellent Customer Service skills
· Excellent Communication skills
· Ability to Multi· task
· 2 + years relevant experience in providing technical support
· 4 + years relevant experience in providing technical support
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