Dell Technical Support Engineer II in Draper, Utah
Technical Support Engineer II
Dell Technologies is a worldwide provider of information technology services and business solutions to a broad range of clients. We are currently looking for a Technical Support Engineer to join our team in Draper, UT.
Acts as a remote customer advocate to champion specific customer needs in collaboration with field team Applies systems analysis techniques and procedures to determine hardware or software systems functionality
Applies 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
As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues. Contributes and develops 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
Understands and uses sphere of influence extending outside of the department. Determines 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
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
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
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
Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database. Participating in and possibly leads conference calls with customers Knows their audience and articulate accordingly. Reviews technical solution articles for accuracy and completeness, and give feedback to the authors
Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues. Works toward becoming subject matter expert in a particular area or areas.
Customer-first mindset with strong verbal and written communications skills
Experience with Virtual Environments including Hypervisors and preferably VMware Virtual SAN, VSphere or vCenter
Experience with at least one Enterprise Storage technology, such as NAS or SAN
Experience in Enterprise or Data Center environments
Experience in one or more of the following:
Experience with Dell EMC VNX or Dell EMC Unity
Strong networking and file serving protocol experience such as: TCP/IP, NFS, SMB, HTTP, FTP
OS and System Administration experience: Unix/Linux, Windows Client/Server or MacOS
Enterprise level directory services: Authentication, Interop Identity Management OR LDAP/NIS/Active Directory
5+ years of related experience in a professional role with a Bachelor’s degree
We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.
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.
Come join us! For more information, visit us on the web at www.dell.com/careers