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Dell Principal Engineer, APJ Solution Support Team (SST) – Microsoft Expert in Singapore, Singapore

Principal Engineer, APJ Solution Support Team (SST) – Microsoft Expert

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 Principal Engineer on our APJ Solution Support Team (SST) in Singapore to do the best work of your career and make a profound social impact.

What you’ll achieve

As a Principal Technical Support Engineer, you will resolve complex technical issues in a fast-paced, customer critical environment, working on improving processes, standards and strategies to perfect our Support Services.

You will:

  • Provide Technical Assistance to Front Line Engineers through Chat/Internal cases on Medium to High complex cases.

  • Diagnosis and troubleshoot via telephone/WebEx on Solutions/OS/ high complexity low volume products (HCLV) within standard time frames.

  • Escalation of issues to the Product Support team, Vendors and/or Technical Support Manager in order to resolve the issue to the customer's complete satisfaction.

  • Analytical, articulate, result-oriented and provide excellent follow-up.

  • Maintain accurate call logging and tracking into Helpdesk database.

  • Possess excellent communication skills and the ability to work with diverse range of people with varying levels of technical understanding and ability in international environment.

  • Identify knowledge gaps, develop and deliver vitality sessions as required

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:

Essential Requirements

  • Degree in Computer Science / IT related discipline with at least 7-10-year’s related working experience.

  • 5-7 years of working experience in providing direct support to end-users (e.g. customer service/field engineering, corporate help desk, etc.)

  • Advance/Expert level Knowledge on Microsoft Products

  • Excellent knowledge of Operating Systems, networking, virtualization, cloud computing, iSCSI, Fiber Channel (SAN, NAS, TBU)

  • Experience with network switch technologies (Ethernet, Fiber Channel) deployment, configuration, monitoring, and support

  • Exposure & knowledge to the following technologies: Microsoft Windows OS, Clustering, Azure Stack, Software-Define Storage/Cloud Computing Setup and Optimization

  • Strong understanding and technical ability on Dell (or other vendors) Enterprise Product line; networking, virtualization, server, storage, backup, security appliance

  • Able to work after business-hours (On-Call duty/escalation)/Weekends

  • Analytical skill for problem solving and equipped with good presentation skill

  • Speak, read and write proficiently in English for both technical and non-technical audience (technical & professional writing capability is a must)

Desirable Requirements

  • Knowledgeable in all Dell Enterprise product such as EQL, Compellent, Power Connect, Force10, PowerEdge and PowerVault will be an added advantage

  • Those with professional/Advanced certification om Microsoft products will be preferred.

  • Additional languages would be an advantage

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) .

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) .

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