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.
Requirements
Enterprise Technical Support Analyst Scope
- Takes an average of 30 inbound High Complexity calls per week.
- Interacts with L1 technicians, Technical Account Managers, AES Server management, DSN, Service Vendors, Logistics
- Complexity
- Works on highly complex customer technical issues requiring sound judgment in order to resolve problems and provide recommendations.
- Devises creative and innovative approaches where established criteria do not exist.
- Makes significant decisions having considerable impact on normal operations, profitability, and/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 effectively communicate through verbal and written means
- Knowledge and Skills
- Power Edge systems skills and knowledge of blade systems.
- Working knowledge of Alternate Operating Systems such as Linux, Novell, Xen, VMWare and moderate knowledge of Microsoft Operating System.,
- 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, VMWare, MS Windows 2K/2K3, MS Windows XP
- Excellent Customer Service skills
- Management Responsibility
- Certification Requirements one of the following is required: MCSA,MCSE,VCP,LPI 1, LPI 2, RHCI
- 2 years relevant experience in providing technical support with MCSE, VCP or RHCE
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