Client Field Technical Services Sr. Associate ICC
Dell - Macon, GA

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The Dell GISD Field Technician is responsible for performing various managed client services for a strategic customer. These services include: IMAC, Software Break Fix, etc. This role combines strong technical skills with an emphasis on delivering a high level of customer service.
Responsibilities include performing advanced configuration of desktop/notebook computer equipment. This is a remote/On Site Client based position. This role will travel to Dell customer Campus/Remote sites.
Execute service delivery (IMAC, Break Fix) according to Managed Client Policy and Procedure Guide
Coordinate with Client End User on expectations and availability to conduct Managed Client Services
Perform troubleshooting, parts replacement, system upgrades, and basic deployments and repair of Client Assets in campus/remote locations
Identify potential issues that could adversely impact End User experience and follow through on action steps
Utilize advanced tools/technical knowledge to remediate customer problems and conduct scheduled installs
Strive to meet all Client SLAs and Customer Satisfaction Goals
Escalate to Field Services Management on issues that impact the entire operation at a given site
Provide technical feedback to Service Desk and Field Services Management on technical/process issues used to improve overall service delivery.
When required, provide onsite shadowing to Dell Program Field Service Team
This position serves as an entry point to develop both technical and customer skills to grow into broader and more challenging field services roles
Basic installation and maintenance of technical products
Follow predefined procedures and tasks in everyday activities
Documents work product in system of record
Contribute to Knowledge Base
Work is regularly reviewed by Manager

Minimum of 3-5 years experience in servicing/deploying computer equipment
Minimum of 1 year printer support experience
Technical school certification is required
Must have proven customer service background
Demonstrated knowledge of Windows operating system environment
Able to comprehend and follow verbal and written technical instructions and scripts
Qualified resources should have A+ certification or equivalent skill set
Basic Windows troubleshooting is involved
Certification in various hardware platforms required for servicing hardware issues
Ability to receive calls during the normal business day and after hours
Ability to work independently
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
Bachelor Degree preferred
Customer Service Technical Certification
A+ or Microsoft certification required
Minimum of 3-5 years experience in servicing/deploying computer equipment
Minimum of 1 year printer support experience
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.
Dell offers a competitive Salary and Bonus plan as well as a great Benefit Package. For more information, visit us on the web at Life At Dell

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Dell - 21 months ago - save job - copy to clipboard
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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...