Dell Enterprise Tech Support Analyst – Server in Sydney, Australia

As the Enterprise Technical Support Senior Analyst , you will be responsible for delivering a superior support to Dell's Enterprise customers. You will own the end to end solution for the customer through providing PHONE/email/chat and remote diagnostic technical support of Hardware and Configuration of Server, Basic storage, blades, networking and also various Operating Systems (Windows, VMWare, RedHat, etc.). You will be based on site at Frenchs Forest on Sydney's vibrant Northern Beaches where you will be on a rotating shift between 7am and 7pm.

Key Responsibilities

  • Assists customers by diagnosing problems and providing resolutions for technical and service issues

  • Uses troubleshooting techniques and tools to identify products that are defective and follows guidelines in issuing service calls/contacts

  • Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions

  • Recreates, identifies and provides input on unique or recurring customer problems

  • Monitors and tracks issues to ensure accurate resolution

  • Actively involved in revenue generation activities with current Dell customers

  • Reviews and distributes pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors)

We provide world class training on Dell’s range of Enterprise-class equipment so you keep up to date with all the new technologies. This full time position may also include the opportunity to be trained on cutting edge Enterprise-class technologies including but not limited to Virtualization (VMWare and Hyper-V, Redhat), Blade Servers, Network Solutions, Backup, Recovery, Archiving, iSCSI and Fibre-channel SANs, and Fluid Data.

Qualifications

  • Excellent technical knowledge and experience supporting Enterprise Class Server

  • Working Knowledge on Windows, Linux, VMWare Virtualization Server Operating Systems.

  • Proven ability to troubleshoot solutions built on these technologies

  • Effective communication skills at all levels - written and verbal

  • Superior customer service skills

  • Able to problem solve and think laterally

  • The proven ability to learn new and complex technology

  • Adaptable and able to prioritise in a fast paced, dynamic work environment

Desirable

  • Industry qualifications - CompTIA - SERVER +, VCP, MCSE, CCNA, RHSA

  • Bachelor Degree or TAFE Qualification in IT or a relevant field