Dell Enterprise Technical Support Senior Analyst in Frenchs Forest, Australia

Enterprise Technical Support Senior Analyst (Storage)

Location Frenchs Forest

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 Analyst on our ProSupport team at our head offices in Frenchs Forest.

As an Enterprise Technical Support Senior Analyst, you will be responsible for delivering a superior support to Dell's Enterprise customers. You will own the end to end solution for the customer through providing Phone/email/chat and remote diagnostic technical support of Dell EMC storage hardware and configuration. You will be based on site at Frenchs Forest on Sydney's vibrant Northern Beaches where you will be on a rotating shift either 7am to 7pm.

Key Responsibilities

  • Assist customers by diagnosing problems and providing resolution for technical and service issues

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

  • Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions

  • Recreate, identify and provides input on unique or recurring customer problems

  • Monitors and track issues to ensure accurate resolution

  • Review and distribute pertinent cross-functional information (e.g., Sales, TSMs, Customer Care, External Vendors)

Career Development

We provide world class training on Dell’s range of Enterprise-class storage, so you keep up to date with all the new technologies. This full-time position may also include the opportunity to be trained on cutting edge Enterprise-class technologies including but not limited to Virtualization (VMWare and Hyper-V, Redhat), Hyper-Converged, Blade Servers, Network Solutions, Backup, Recovery, Archiving, iSCSI and Fibre-channel SANs, and Fluid Data.

Essential Requirements

  • Excellent technical knowledge and experience supporting Enterprise Class Networking, Server, and Software applications.

  • Working knowledge of Windows, Linux and VMWare Virtualization Server Operating Systems.

  • Proven ability to troubleshoot solutions built on these technologies

  • Advanced Layer 2 trouble shooting experience

  • Effective communication skills at all levels

  • Superior customer service skills

  • Able to problem solve and think laterally

Desirable Requirements

  • Previous experience supporting enterprise grade Storage devices

  • Working knowledge of fibre channel.

  • At least one relevant industry related technical certification.

  • Tertiary education

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.

If you want to be at the leading edge of technically challenging customer support, this is your opportunity to develop with Dell.

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. Learn more about Diversity and Inclusion at Dell here .