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Dell Manager 1, Technical Support in Utah

Manager 1, Technical Support E2E Connectivity Team

Join us as a Manager 1, Technical Support on our E2E Connectivity Team in Draper, Utah to do the best work of your career and make a profound social impact.

What you’ll achieve

The E2E Connectivity Team is a global technical support team focused on our Customer’s ability to connect to the Dell Technologies back end infrastructure. This dedicated group of Support Engineers provides break/fix service for issues associated with centralized gateways, and collaborative support on embedded gateways and other issues associated with equipment connectivity and networking. The team achieves this by remotely accessing the malfunctioning equipment, analyzing log files/symptom codes and collaborating with the Customer, other Dell Technical Support Teams, and Engineering to resolve the issue. As a Manager on the E2E Team, you will be responsible for the operational results of the Team’s performance to standards/metrics and overall customer satisfaction. You will be responsible for all aspects of personnel management for your team members, including hiring, performance management and employee development. You will oversee the technical support of Customers by your Team, joining Customer calls when required to ensure that we are providing the best Customer Experience possible. This is a highly visible, customer facing position on a very busy, high performance team, offering growth and future opportunity.

You will:

  • Be responsible for the scheduling, staffing, management, and development of employees on your team.

  • Oversee the activities of your Technical Support Engineers who perform technical support responsibilities remotely when first line product support in the field has failed to identify or fix equipment or software issues.

  • Work with your peers and Management to drive issues, recommendations, and improvements with regards to programs, tools, projects, products, process, metrics, standards.

  • Provide appropriate Customer escalations in accordance with established policies and procedures to insure the best possible Customer Experience.

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

  • 5+ years of relevant experience or an equivalent combination of education and work experience.

  • Excellent Technical Background with experience in Networking or an equivalent field.

  • Ability to effectively manage remotely

  • Scheduling flexibility

Desirable Requirements

  • Previous management experience

  • Multilingual, with special consideration for Spanish

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 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 Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy) .

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