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Dell Technical Support Engineer 2 in North Ryde, Australia

Technical Support Engineer Level 2

North Ryde

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 an Technical Support Engineer 2 with our team located in North Ryde.

We go out of our way to give our customers the help they need. Our Technical Support Engineer 2 team specializes in our most highly technical and sophisticated products – from IT hardware and software to servers, networking, storage and the cloud. Issues can span installation, operation, configuration, customization, performance and usage. This role is office base situated in North Ryde. The role works with a team that provides seven days a week support to our customers. The successful applicant must be prepared for either regular rostered weekend support (one weekend in four approximately) or a fixed Tue-Sat or Sun-Thu working week, but this may vary from time to time. This role will also involve some on-call support. Start and finish time differs between summer and winter. The successful applicant must be prepared to change work start and finish times accordingly. This role may also require international travel, sometimes on short notice.

To be successful in this role you must be able to demonstrate the following:

  • Strong English verbal and written skills

  • Ability to communicate effectively to all levels of people

  • Excellent and professional phone manner

  • Strong customer service focus

  • Keen and enthusiastic attitude with a willingness and interest to learn new skills

  • Ability to deliver technical training

  • Excellent documentation skills

  • Ability to work with minimal supervision

  • Strong team player

  • Maintains expert level product knowledge and expertise

  • Keen knowledge gatherer and sharer

The successful candidate will have proven Technical Experience in the following;

  • Well developed software and OS troubleshooting/problem solving skills

  • TCP/IP network knowledge and troubleshooting experience

  • Linux/VMware systems administration experience

  • Strong English language and communication skills

  • Graduate in relevant field with 3-5 years industry experience

  • Vendor Certification beneficial but not mandatory

Areas of Responsibility

  • Applies expert level technical expertise in quickly resolving complex issues that are negatively impacting product performance at Dell EMC customer sites. Follows generally accepted protocols or procedures in diagnosing and resolving customer issues.

  • Reacts quickly to interrupt driven workload and handles multiple tasks simultaneously.

  • Identifies and resolves product performance issues or difficulties.

  • Effectively communicates to Engineering, Field and Customer Support and Dell EMC Customers on procedural and technical issues in a high paced environment.

  • Initiates contact with third party vendors to resolve interoperability issues to the customer’s satisfaction.

  • Always Represents Dell EMC in a professional manner to internal and external customers.

  • Performs other duties as required.

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.

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