Dell Complex Recovery Team - Senior Advisor in Hopkinton, Massachusetts

Working in both a proactive capacity to perform health checks and upgrade consultations related to our CPSD solutions portfolio, as well as ngage reactively on the most critical customer engagements to ensure prompt recovery of business on the VxBlock .

Job Summary

  • Regularly provides technical support expertise in a complex information infrastructure environment with the need to integrate Dell Technology products and systems with other Dell Technology and non-Dell Technology computer systems being operated by customers.

  • Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both Dell Technology's business operations and the business operations of Dell Technology customers.

  • Applies technical support expertise to resolve customer issues.

  • Customer requests may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Partners, remote maintenance calls, internal and field Dell Technology employees, Chat and Web support calls.

  • Works closely with peers and internal SMEs to increase knowledge and resolve customer issues. I

  • Identifies and provides resolutions to technical problems.

  • Uses trouble-shooting tools, content and analytical practices to help determine best way to resolve identified and unidentified problems.

Responsibilities

  • Leads efforts in facilitating problem recreation and failure analysis of systems level issues.

  • Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution.

  • May provide documentation and direct fee.

  • Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues. Identifies, documents and escalates customer issues to senior resources.

  • Champions and develops innovative principles and ideas.

  • Recommends and uses standard internal and external diagnostic test equipment.

  • Performs analysis of product trace and logging information.

  • Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.

  • Maintains a closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status.

  • Responsible for sharing all acquired knowledge concerning problem resolution.

  • Contributes to centralized problem identification and resolution database.

  • May provide senior or expert level tasks similar to Engineering for assigned products or skills. " Identifies and interprets inter-operability and support matrix's.

  • Identifies, reviews, creates and delivers timely and highly focused training programs and/or serviceability enhancements within the Field and Technical Support Departments.

  • Takes responsibility for delivery of own goals and accepts ownership of his/her part in the delivery of department goals.

  • Makes and drives the delivery of own department's commitments.

  • Follows through on issues that need resolution and understands and utilizes appropriate escalation.

  • Is trusted to maintain confidentiality of critical information.

  • Will take on extra responsibility and non-routine assignments, Makes and meets commitments, Follows through on issues that need resolution even when outside area of responsibility.

  • Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions. Identifies, documents and reports design, reliability and maintenance issues.

  • Gains support and commitment from others and mobilizes people to take action.

  • Validates technical information and issues early warnings and disseminates information as needed.

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

  • Dell Technology Proven Professional Certification desired.

Skills

  • Requires Minimum 7 years of related experience with a Bachelor’s degree; or 8+ years with a Master’s degree; or 5+ years with a PhD; or equivalent experience.

  • Requires Networking experience (prime focus area): Cisco, VMware, Advanced NSX (certification), CCIE, CCNP, VCAP, Dell power edge (preferred).

  • Ability to work in a team environment, Analytical ability, Business Writing skills, Communication skills, Customer Service skills, Detail oriented, Interpersonal skills.

HC Request ID:13357

HC Approval Code:HC13108SDSJD

HC Request ID:13357

HC Approval Code:HC13108SDSJD