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Technical Support Engineer

Technical Support Engineer at Dell Careers

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Technical Support Engineer

Research Triangle Park, North Carolina 08/27/2018
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Sr Advisor, Technical Support Engineer (Enterprise) i8

Provide support to customer/users where the product is highly technical or sopshisticated in nature. Responds to situations where first-line product support has failed to isolate or fix problems for customer. Represents the company to the customer ensuring the customer is satisfied. Responsible for providing telephone, email, chat and remote diagnostic technical support of servers, storage, switches, routers, blades and various software applications (Windows, VMWare, Exchange, Oracle, Netware, etc.). Answers questions about installation, operation, configuration, customization, performance and usage of assigned products. Verifies warranty entitlement and determines appropriate action. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation. Provides basic remote deployment, maintenance and consulting services.

Answers the most complex technical questions

Leads efforts in facilitating problem recreation and failure analysis of systems level issues

Analyzes customer technical problems with respect to business, operational and financial areas of customer service and has responsibility for making decisions relating to these issues

Controls and directs internal resources in terms of setting time requirements; ensures suitable level of service personnel and activity during problem resolution at all locations

Prepares and presents key business issues to senior management to provide and obtain information and to build consensus regarding project direction

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.

Job Family: Product-Services Graduates Job ID: R62037
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