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Dell Senior Engineer, Technical Support in Bayan Lepas, Malaysia

Senior Technical Support Engineer

At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.

Join us as a Senior Engineer on our Product Services team in Bayan Lpeas, Penang to do the best work of your career and make a profound social impact.

What you’ll achieve

As a Senior Technical Support Engineer, you will resolve complex technical issues in a fast-paced, customer critical environment, working on improving processes, standards and strategies to perfect our Support Services.

You will:

  • Act as a L2/L3 support for frontline L1 agent and lead the technical troubleshooting and diagnostic to resolve the technical issues via chat, phone, email, online and social media.

  • This job require you to work with Global Team, which require you have a good command of English.

  • Provide a timely response on customer escalations; utilizing all Dell resources including other SME’s necessary to quickly and accurately diagnose, troubleshoot and fix the issue with appropriate notification to all required parties/stakeholders (SAM/RM, SMT, IPS, Third Party Vendors, and Partners etc.)

  • Assume the technical resolution ownership from L1 agent when issue is escalated. Provide technical finding and explanation to aid the root cause analysis (RCA) and Post Incident Report (PIR) for high impact incident.

  • Provide after business hours support (24x7) to the L1 teams on customer issues in area of expertise

  • Clearly and concisely log all actions maintaining and updating the case management tool (Delta/SFDC) to ensure customer information is current and accurate

  • Assists customers by diagnosing problems and providing resolutions for technical related issues.

  • Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.

  • Maintain and act in an administrator capacity to ensure the smooth running of the Enterprise Lab

  • Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.

  • Identifies, researches and provides input on unique or recurring customer problems.

  • Remains knowledgeable of Dell’s product line, current industry products and technologies.

  • Focuses on delivering a positive customer experience according to Dell standards.

  • Monitors and tracks issues to ensure accurate resolution.

  • Reviews and distributes pertinent cross-functional information.

  • Escalates more complex customer technical issues to product support group.

  • Prepare technical root cause analysis report when required

  • Provide technical coaching and mentoring for frontline L1 agent to improve the quality and accuracy of troubleshooting as well as driving down the dispatch cost.

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

• 5 to 8 years of experience in a technical support position

• Strong customer orientation, excellent phone etiquette and work ethic

• Extensive knowledge of infrastructure, client and cloud solutions

• Excellent communications skills and ability to work with calmness and composure under stress

Desirable Requirements

• Bachelor’s degree

• Additional language required

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here (https://jobs.dell.com/diversity-and-inclusion) .

Application closing date: 30 May 2021

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. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy-statement) .

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