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Dell Apprentice Associate Technician - Technical Support in Glasgow, United Kingdom

Apprentice Associate Technican - Technical Support

Competitive Package

Glasgow

Are you a brilliant problem solver who could provide front-line support for a game-changing, enterprise-wide support service? Do you want to be a hero to Dells customers by resolving their complex IT issues? Within Dell Services, we are looking for an Apprentice to join our technical assistance team in Glasgow, as well as providing telephone and email assistance to our European customers as part of the Dell Global Service Desk.

Dell provides end-to-end solutions that enable more affordable and accessible technology around the world, empowering people everywhere to do more. You will be part of a collaborative team that believes in honest communication, shares creativity and welcomes different perspectives. There is a winning culture built on a platform of integrity and a spirit of innovation. We will also provide the mentoring, training and opportunities for you to fulfil your ambitions and potential.

Key Responsibilities

  • Provides first-level technical support on Dell supplied products and/or peripherals

  • Provides first-level technical support on Dell Supplied software and applications

  • Identifies and resolves issues affecting customer client systems

  • Uses troubleshooting techniques and tools to identify technical defects/issues

  • Assumes a proactive role in technical support call avoidance by identifying known problems and documenting resolutions

  • Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident

  • Attends required technical training sessions and makes effective use of assigned lab time

Essential Requirements:

At Dell our employees are seen as the reason customers return to us again and again and therefore the emphasis is on the importance of having great customer service experience for this position. Therefore essential skills and experience include:

  • Good organisational skills

  • Good interpersonal skills

  • Excellent telephone and customer handling skills

  • Ability to work under pressure.

  • Ability to deal professionally with demanding customers.

  • Ability to learn new products and technologies.

  • Metric Driven Skills Certificate/Diploma in computing

  • PC Maintenance Certification (A+), (N+)

  • Industry Standard Certification (MCP, MCSE, MCSE+I, MCSA, CNA, CNE, RHCE)

Desirable Requirements:

  • Working knowledge of all software currently shipped with Dell client products with advanced knowledge of legacy operating systems and one of the following legacy operating systems: Windows 98, Windows 2000, Window NT or Windows Millennium.

  • Working knowledge of PC architecture/technology

  • Working knowledge of Dell supplied applications

  • Knowledge of Service Procedures

  • Knowledge and understanding of policies and procedures and the ability to determine course of actions based on given guidelines

  • Ability to analyse and solve technical problems related to client products by investigating potential solutions using troubleshooting skills

Benefits

Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

Read our Equal Employment Opportunity Policy at http://content.dell.com/us/en/corp/d/corp-comm/equal-employment-opportunity-policy-statement.aspx

Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.

If you require assistance in applying for an open position or have specific requirements to attend an interview, please contact UKTalentAcquisition@Dell.com

As members of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancies and ensure our recruitment process is inclusive and accessible.

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