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Dell Technical Support Engineer (Networking) in Bayan Lepas, Malaysia

Technical Support Engineer (Networking)

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 part of the SouthAsia Networking Support Team you will be responsible for the overall Customer Experience (CE) of Dell's Enterprise Networking customers.

As one of our Networking Technical Support Engineer, you will be responsible for working closely with customers to resolve their issues across their networking infrastructure, with the customer first approach Dell prides itself on. Whilst the principal role is networking, we will also require cross skilling into storage products and services.

You will:

  • Delivering phone/e-mail & on-site resolution for high-end solutions through troubleshooting, research, environment replication & identification of workarounds as well as actively supporting the customer in all aspects through to problem resolution while keeping the customer informed throughout the life of the incident (s).

  • Own end to end escalated issues and follow up till resolution and interlocking with Principal Engineers, Master Engineers, Resolution Managers, Senior Level 2 Engineers and Sales Account Managers (SAMs) to address customer issues, escalations and queries promptly/effectively.

  • Attending required technical training sessions and making effective use of assigned lab time while securing relevant industry certifications.

  • Willing to work in shifts including night shift and good verbal and written communication is need as the candidate has to talk to global customers

Key Skills:

  • Understanding of OSI Layers and TCP/IP reference model and in depth knowledge in switching technologies like ARP, VLAN 802.1Q, all flavors of STP, Link aggregation, MLAG/VPC, Stacking, Unicast, Multicast and Broadcast traffic analysis.

  • Technical competency should cover components such as routers, switches, load-balancers, DNS and Wireless devices.

  • Extensive knowledge and network troubleshooting skills in IP routing and switching protocols - STP, RSTP, Dot1x, VRRP, SNMP, QoS, Port-Channel, LLDP/DCBX, DHCP, FCoE, iSCSI, Port Mirroring, VLAN, GVRP/VTP, AAA, DNS, Static Routing, L2/L3 Multicast, VRF, OSPF, BGP and IP/MAC Access Lists.

  • Experience in log analysis, data correlation, Understanding of Network topology and knowledge in packet analysis using Wireshark application.

  • Knowledge of Server / Virtualization will be an added advantage.

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

3 to 5 years of experience in a previous technical support role and co-ordinating resources to resolve technical issues and turn around any strained relationships at post sale/support stage.

Act as a trusted advisor to the management team on technical issues

Work closely with other Networking Technical Engineers in collectively resolving the customer issues

As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required.

Desirable Requirements

Bachelor's degree and Data center experience

Added advantage to have additional language proficiencies Tagalog/Bahasa Malaysia/Thai/Bahasa Indonesia/Vietnamese/Mandarin

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) .

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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