Enterprise Technical Support Senior Analyst
Dell Inc. - Oklahoma City, OK

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Responsible for providing technical support to customers on operation or maintenance of Dell server products. Assist phone customers by diagnosing problems and providing resolutions for technical and service issues.

Principal Accountabilities

Troubleshoot technical issues with Dell servers (hardware and software) in order to resolve customer issues
Follow up with customers via phone and email to ensure a total solution for their technical issues
Escalate calls, as appropriate, to the respective group for higher level technical support
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
Competent knowledge of Microsoft Operating Systems (Win Server 2Kx, SBS 2Kx, etc), SQL, Exchange
Working knowledge of Dell’s remote server software
Competent typing skills
Analytical ability to gather and interpret data
Basic knowledge of Dell's product line, current industry products and technologies
Competent knowledge of Dell Enterprise Hardware used in both Server and Workstation systems
Competent writing skills
Competent interpersonal skills
Excellent Customer Service skills
Excellent Communication skills
Ability to Multi-task
Certification Requirements

Engineering-level certification – including (but not limited to):

MCSE
LPI 3
RHCE
Experience

2 years relevant experience in providing technical support with relevant technologies.
About Dell Inc.
Collaboration. Individual drive. A passion for technology. That's what success sounds like at Dell. It's this dedication to finding unique solutions that has given rise to many of our energy-smart, green initiatives. Sound like something you can get behind? Join our team, and you'll work in a dynamic environment with other motivated, talented individuals who care about protecting our planet. Plus, you'll get the mentoring, support and training you need to succeed on your own terms.
Dell offers a competitive Salary and Bonus plan as well as a great Benefit Package. Please visit the About Dell section at www.dell.com for more information. Relocation to this area is not available for this position..

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Dell Inc. - 3 years ago - save job - block
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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...