Dell Technical Support Engineer - ISG Team in Bayan Lepas, Malaysia
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 Technical Support Engineer on our Product Services team in Bayan Lepas, Penang to do the best work of your career and make a profound social impact.
What you’ll achieve
As a Technical Support Engineer, you will work with highly skilled technical advisors to develop and deliver solutions that enable customers to maximize returns on IT investments, drive efficiencies and reduce costs.
Responds to incoming contacts which are SLA bound, related to Dell enterprise hardware, peripherals, applications, networking and its associate products.
Assists customers by diagnosing problems and providing resolutions for technical and service issues.
Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in dispatching services/parts
Assumes complete ownership of customer issue until resolved involving multiple inbound and outbound communications; owns the issue and engages/collaborates with multiple resources.
Documents problems, diagnostics, interactions, next steps, and solutions implementation in a CRM tool
Provides timely response to customer escalations with appropriate notification to all required EEC staff (RMs, TSMs, SMTs, SPSPEs, SPEs, Tech Leads, Team Managers)
Performs required case management functions as related to assigned TSAM including the written summaries of outcome((RCA/PIR)).
Maintains proficiency of Dell's Enterprise product line and service offerings along with current industry products and technologies.
Focuses on delivering a best in class customer experience according to Dell standards.
Participates in and contributes to initiatives that improve overall product/report quality.
Proactively contributes to increasing team efficiency by sharing knowledge, providing feedback about best practices, writing tools / utilities.
Complies with work schedule adherence to ensure overall service level agreements are achieved.
Ability to demonstrate sense of urgency regarding customer reported issues.
Excellent telephone and customer handling skills.
Excellent analytical and logical thinking skills.
Ability to work under pressure.
Ability to deal professionally with demanding customers.
Ability to learn processes & procedures, new products and technologies.
Exceptional verbal and written communication skills, with proven experience interacting with a range of personalities and styles, to establish effective relationships at all levels of the organization.
Ability to work shift(s) on a rotating schedule that includes evenings, weekends, holidays.
As a 24x7x365 organization, ability to work shifts on a rotating schedule that includes holidays and weekends is a must.
Applicants must be willing to work in Bayan Lepas, Penang.
Degree in Computer Sciences / Information Technology related discipline or equivalent prior work experience in a related field.
Possesses understanding and technical ability for Servers/Storage/Networking.
Good knowledge and / or working experience on DELL EMC products.
Good knowledge and/or working experience on operating systems like UNIX and Windows and awareness on Virtualization, VMware, Microsoft, Red Hat, Networking.
Industry qualifications: CompTIA Server+, MCSE, VCP, CCNA
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 April 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) .