Client Field Technical Services Analyst ICC
Dell - Denver, CO

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The Client Field Technical Services Analyst will be responsible for on-site installation, implementation, maintenance, troubleshooting and/or repair of desktops, notebooks, and associated peripherals. Serves as company liaison with customer on administrative and technical matters. This position will be a remote/Onsite Client based position. You must live in the area. This role will have up to 80% local travel to Dell customer Campus / Remote sites, with the potential for national travel as necessary. This position will also be required to work an on-call rotation.
  • Reviews, troubleshoots and approves operational quality desktops, notebooks, and associated peripherals.
  • Installs, maintains and optimizes desktop /notebook configurations at customer sites.
  • Diagnoses and resolves product performance problems.
  • Performs maintenance and repair services.
  • Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
  • Performs troubleshooting, parts replacement, system upgrades, advanced deployment, and repair on desktops / notebooks
  • Identifies potential issues that could adversely impact end user experience and takes corrective action
  • May receive calls after normal business hours
  • Uses advanced tools / technical knowledge to remediate customer problems and conduct scheduled installs
  • Provides technical feedback on technical process issues to improve overall service delivery
  • Works independently
  • Skilled specialist who completes tasks in resourceful and effective ways
  • Works on assignments requiring considerable judgment and initiative; understands implications of work and makes recommendations for solutions
  • Determines methods and procedures on new assignments; may be informal team leader
Qualifications
  • Experienced Telephone Etiquette skills
  • Manages time and prioritizes effectively
  • Demonstrates initiative and good judgment in resolving issues affecting customer satisfaction
  • Significant knowledge of Dell products, customer service, policies and procedures
  • Able to deal with high degree of ambiguity
  • Works effectively and efficiently under time constraints and high stress/pressure environment
  • Working research and analytical skills
  • Experienced organization and problem solving skills
  • A+ certification
  • Ability to travel to customer locations
  • Ability to receive calls during the normal business day and after hours
  • Ability to work independently
  • Must have access to reliable transportation
  • MCP, MCSE, CNE or Network+ certification is a plus
  • Physically able to lift and move Enterprise and Client technology hardware in our customer environments
  • Excellent verbal and written communication skills with emphasis in customer service, including experience handling difficult customers and conflict resolution
  • Ability to interact effectively with internal and external contacts (Account Management, Deployment Team, Solutions Architect, Employees, and Venders).
  • Excellent interpersonal skills and ability to work collaboratively in a team environment.
  • Effective organizational and administrative expertise with strong attention to detail and reporting deadlines
  • Ability to handle several projects simultaneously, either individually or in a team setting.
  • Proficient in Windows-based computer environment, specifically in Word, Excel, PowerPoint, Visio, and Outlook
  • Typically requires a minimum of 4-6 years of related experience with High School diploma or equivalency
  • 0-2 years of experience with Bachelor’s Degree
Qualifications
  • Experienced Telephone Etiquette skills
  • Manages time and prioritizes effectively
  • Demonstrates initiative and good judgment in resolving issues affecting customer satisfaction
  • Significant knowledge of Dell products, customer service, policies and procedures
  • Able to deal with high degree of ambiguity
  • Works effectively and efficiently under time constraints and high stress/pressure environment
  • Working research and analytical skills
  • Experienced organization and problem solving skills
  • A+ certification
  • Ability to travel to customer locations
  • Ability to receive calls during the normal business day and after hours
  • Ability to work independently
  • Must have access to reliable transportation
  • MCP, MCSE, CNE or Network+ certification is a plus
  • Physically able to lift and move Enterprise and Client technology hardware in our customer environments
  • Excellent verbal and written communication skills with emphasis in customer service, including experience handling difficult customers and conflict resolution
  • Ability to interact effectively with internal and external contacts (Account Management, Deployment Team, Solutions Architect, Employees, and Venders).
  • Excellent interpersonal skills and ability to work collaboratively in a team environment.
  • Effective organizational and administrative expertise with strong attention to detail and reporting deadlines
  • Ability to handle several projects simultaneously, either individually or in a team setting.
  • Proficient in Windows-based computer environment, specifically in Word, Excel, PowerPoint, Visio, and Outlook
  • Typically requires a minimum of 4-6 years of related experience with High School diploma or equivalency
  • 0-2 years of experience with Bachelor’s Degree
Additional Requirements. Given the requirement of the customer and nature of your employment in a Security environment, you may also be subject to additional drug screens, background checks, and other requirements such as clearing a TB test by Dell or its customers.

Dell offers:
  • Opportunity to work with a strong brand at one of the world's largest IT solutions providers
  • Dynamic, challenging, international work environment
  • A team with a high level of energy, integrity and motivation to win
  • Exciting internal career opportunities
  • A commitment to diversity and inclusion
  • Competitive compensation including bonus plans & a great benefit package
  • An individual professional development plan
About Dell Inc.:
Want to work in an environment where each day is focused on delivering solutions that make a real difference in people’s lives?
Where teams are constantly curious, and different perspectives and experiences are valued?

At Dell, we believe technology is essential for human success and that it should be accessible to everyone. We are constantly evolving
to better serve our customers, seize new opportunities and drive growth. Together we can change the world. Come join us.

For more information, visit us on the web at www.dell.com.

Dell offers a competitive Salary and Bonus plan as well as a great Benefit Package. For more information, visit us on the web at www.dell.com.

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Since 1985, Dell has played a critical role in enabling more affordable and accessible technology around the world. As an end-to-end...