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Dell Senior Engineer, Technical Support in Cork, Ireland

Senior Technical Support Engineer

Competitive salary

Cork, Ireland

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 Support Engineer on our XtremIO team in Cork,Ireland .

As Senior Technical Support Engineer you will possess a proven aptitude for learning new technologies and progressing your level of expertise constantly, in a proactive self-driven manner. You will be highly analytical with the ability to derive facts quickly, methodically, and accurately. This is a customer facing role. You will work to solve product and network problems of medium to high complexity. Creative problem solving skills, resourcefulness and the ability to work under pressure are key attributes. As part of the team you will be able to work closely with our Engineering team and impact product development.

Key Responsibilities

  • Collaborate with peers, Recovery , Engineering and Management as appropriate to resolve customer issues maintaining complete ownership of issues from beginning to resolution.

  • Demonstrate case management skills for each customer/case by managing timelines, complexity, and communications Provide regular communication to the customer in a timely and professional manner.

  • Contribute to Support Documentation and Knowledge base articles,

  • Take ownership of customer issues when escalated by customers, management or Level 2 colleagues. Drive to resolve issues effectively, escalating cases to Engineering / Recovery teams where necessary

  • Identify potential product/process weakness, research potential fixes with relevant internal teams and management

Essential Requirements

  • At least 5+ years previous experience in a Technical Support Role., Support Centre experience an advantage.

  • Networking, Linux and/or VMware experience.

  • Excellent customer service and communication skills, ability to communicate effectively both verbally and in writing with customers as well as with internal engineers.

  • Excellent time management and troubleshooting skills

  • Ability to work efficiently under time constraints and high stress/pressure environments.

Desirable Requirements

  • Relevant industry certifications (such as A+, CCNA or VMWare or Microsoft )

  • Experience with Storage Technologies such as XtremIO , VMAX , VPLEX or VNX is an advantage