Dell Software Engineer 1 - IT in Panama City, Panama
Principle Duties and Responsibilities:
·Deliver all services to the field within defined SLAs and Quality measurements.
·Logs requests via the SFDC Case system in order to provide accurate tracking of cases around various Sales and Presales requests
·Provide skilled knowledge of EMC services, solutions, and products to the Presales Field. Inquiry topics include the features, functions, compliance, usage, configuration, and support of EMC products, solutions, services and tools and utilities.
·Create quotes on more complex deals and check the quotes for technical accuracy on basic deals.
·Provide alternative configurations and recommendations to the SE. May mentor new SE Analysts with quoting and configurations.
·Perform technical configuration requests using EMC configuration tools; address/resolve configuration issues.
·Interpret customer request and upload data from a customer's systems (server, file service, database application, or catalog) to analytical tools and use them to create customized analysis of potential solutions for SEs to present to the customer.
·Monitor regional issue escalations resolutions in partnership with the Theatre Leads and Service Delivery Leads.
·Utilizing in-depth knowledge of SE Analyst functions, recommend and implement innovative approaches to driving efficiency and process improvement.
·Provide mentoring and coaching for new SE Analyst resources.
·General knowledge of IT infrastructure and operations
·May have experience as a network or systems administrator
·General knowledge of EMC storage technology and products
·Conflict resolution skills.
·Customer Service skill.
·Time management skills.
·Problem solving skills.
·Communication skills – Must be bi-lingual (English and Spanish and/or Portuguese)
·Customer support, technical sales/presales experience
·EMC Proven Professional
Education Required: Bachelors (Technical) or equivalent
Experience Required: 2 + Years
Physical Requirements : None
Business Travel Required: No