Dell Project APEX Cloud Platform Reliability Engineer, Technical Support in North Ryde, Australia
Project APEX Cloud Platform Reliability Engineer, Technical Support
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 Cloud Platform Reliability Engineer in our Product Services team in Sydney to do the best work of your career and make a profound social impact.
What you’ll achieve
Project APEX is our strategy for delivering a radically simplified as-a-Service and cloud experience to our customers and partners. This spans PCs and IT infrastructure and it’s all from one trusted partner—unmatched in the industry.
As a Cloud Platform Reliability Engineer (CPRE), you will be responsible for supporting storage, compute, networking & virtualization products in customer’s on-premise or co-location datacenter managed through our new “as a Service” offering. Ideal candidates will have multidisciplinary technical skills & qualifications and ideally have experience supporting multiple products in the Dell ISG portfolio, as well as third party software vendors such as VMware, Microsoft & Red Hat. CPREs will be responsible for break/fix activities, as well as systems maintenance, operating environment upgrades & monitoring functions in conjunction with Site Reliability Engineering.
Act as a remote customer advocate to champion specific customer needs for code currency, reporting and product knowledge in collaboration with field teams.
Understands and leverages technical communication structure; may be asked to participate in virtual team training and product knowledge sharing meetings.
Applies advanced technical expertise using standard operating and diagnostic procedures to resolve standard to complex level issues; identifies documents and escalates customer issues to senior resources.
Recommends and utilizes standard internal and external diagnostic test equipment and product trace and logging procedures; provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other Dell Technology Technical Support co-workers as appropriate.
As a 24x7x365 organization, shift work, holidays and on-call responsibilities; may be required as well as occasional travel to customer sites.
Contributes to centralized problem identification and resolution databases; may have senior level tasks similar to Engineering for assigned product and skills.
Will participate in the creation and maintenance of eService applications such as: Chat, Knowledge-base content, Support Forums, etc. Regularly submits content to the knowledge database.
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:
Ability to work in a team environment as well as work independently
Analytical, detail oriented with good communication skills
Knowledge of job associated programming languages
Vendor management skills
6-8 years of relevant experience or equivalent combination of education and work experience (Undergraduate degree and 2-4 years relevant experience or Graduate degree and 0-2 years of relevant experience).
3 years of experience integrating and troubleshooting a broad range of technologies including Servers, Storage and Networking in a datacenter environment
Proven Mastery Installing, Configuring and Troubleshooting:
Server Hardware and Operating Systems
Systems Management technology
Network Attached Storage/Direct Attached Storage Hardware
IP and Fibre Networking
Expert Knowledge in Two and Competent Knowledge across Three or more of the following technologies:
Microsoft Applications (Exchange, Database Oracle/SQL, Skype for Business, SharePoint, and Active Directory)
SAN Hardware and Software
Network Attached Storage Software
Experience with DevOps, scripting, coding & Site Reliability Engineering is a huge plus!
Engineering-level certifications, such as MCITP / MCSE, CCEE/ CCDA/CCIP/CCDA, VCAP/VCIX, RHCE etc.
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) .
Application closing date: 31 May 21
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) .