Dell Specialist, Client Technical Support in Bayan Lepas, Malaysia

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Senior Specialist, Client Technical Support with our Technical Support team in Penang, Malaysia.

RESPONSIBILITIES assumes ownership of customer issue until resolved involving multiple inbound and outbound communications. Will own the issue and engages/collaborates with multiple resources. Acts independently with substantial latitude to determine methods and procedures on assignments, setting objectives and deciding how to proceed. Provides leadership and mentors team members to transfer skills as well as technicians in other support areas. May triage unresolved software issues according to department procedures and answers technical questions, resolves, or escalates problems. May provide weekly feedback on coaching and training events that took place during the week and how the team is progressing. May be responsible for the technical skill development of a team and evaluated on how well they perform on key performance indicators. Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner.

Key Responsibilities

  • Diagnosis & troubleshoot via telephone, computer systems, servers/storage & software systems within standard time frames.

  • Escalation of issues to the Product Support team and/or Technical Support Manager in order to resolve the issue to the customer's complete satisfaction.

  • Analytical, articulate, result-oriented and provide excellent follow-up.

  • Maintain accurate call logging and tracking into Helpdesk database.

  • Possess excellent communication skills and the ability to work with diverse range of people with varying levels of technical understanding and ability in international environment.

Essential Requirements:

  • Degree in Computer Science / IT related discipline with at least 1 year related working experience.

  • Advance Diploma/Diploma holders in Computer Science/IT related discipline with a minimum of 3 years working experience in providing direct support to end-users either in customer service/field engineering or corporate help desk are also encouraged to apply.

  • Graduates from other related field of studies with minimum 2 years relevant working experience as well as fresh graduates with related field of studies are also encouraged to apply.

  • Possesses understanding and technical ability for Computers.

  • Those with professional certification from Microsoft/Red Hat/Novell will have an added advantage.

  • Knowledge in Server / Storage / Network Switch will have an added advantage.

  • Applicants must be willing to work in Penang, Malaysia for minimum 2 years.

  • Able to speak in VIETNAM language is a MUST

Benefits

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.