Technical Support Engineer 2


Dell EMC provides the technology that transforms the way we all work and live. But we are more than a technology company - we are a people company. We inspire, challenge and respect every one of our 100,000+ employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Technical Support Engineer on our ProSupport team at our head offices in Frenchs Forest.

As the Enterprise Technical Support Engineer, you will be responsible for delivering a superior support to Dell EMC Enterprise customers. You will own the end to end solution for the customer by providing telephone/email/chat and remote diagnostic technical support of hardware and configuration of storage, servers and networking - both traditional switching/routing as well as various operating systems (Windows, VMWare, RedHat, etc.). You will be based on site at Frenchs Forest where you will be on a rotating shift between 7am and 7pm.

Key Responsibilities:

  • Answer customer phone calls and respond to automated system alerts.
  • Assists customers by diagnosing problems and providing resolutions for technical and service issues
  • Use troubleshooting techniques and tools to identify products that are defective and arrange onsite services
  • Advise and educate customers to ensure a complete solution to their technical or service questions
  • Recreate, identify and provide input on unique or recurring customer problems
  • Monitor and track issues to ensure accurate resolution
  • Review and distribute pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors)


Required:

  • Desire to deliver the best customer experience possible.
  • Ability to
  • Minimum of one industry recognised technical certification.
  • Minimum 3 years of experience supporting enterprise class Networking, Server, Storage, and Software applications.
  • Working knowledge of Windows and VMWare Virtualization Server Operating Systems.
  • Proven ability to troubleshoot solutions built on these technologies
  • Advanced Layer 2 trouble shooting experience
  • Superior communication and customer service skills

Benefits:

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.

If you want to be at the leading edge of technically challenging customer support, this is your opportunity to develop with Dell.