Dell Sr Advisor in Cork, Ireland
Job ID R12949
Date posted 10/10/2017
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Sr Advisor, Enterprise Tech Services
Are you a brilliant problem solver who could provide front-line support for a game-changing, enterprise-wide support service? Do you want to be a hero to Dell’s customers by resolving their complex IT issues? Within
Dell Services , we are looking for a Sr. Advisor to join our remote technical assistance team in Cork, as well as providing telephone and email assistance to our European customers as part of the Dell Global Service Desk.
Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.
Dell Services develops and delivers solutions that enable clients to maximise returns on IT investments, drive efficiencies and reduce costs. Working with highly skilled technical advisors, you will:
Apply technical expertise using standard operating and diagnostic protocols to resolve standard to highly-complex system level issues by telephone and e-mail to DELL EMC Customers
Remotely identify issues, investigate root causes and recommend solutions to reported problems
Undertake training and certification required to work towards becoming a subject matter expert in Midrange related products, e.g. VNX/Unity.
Escalate to Engineering or collaborate with other product support teams if required.
Manage and prioritize workload efficiently and effectively in a high pressure environment
Understand and follow all team processes for case and customer handling
Write and contribute to knowledge articles as your expertise of the product develops
3rd level education, preferably technical degree
Fluency in English
Excellent communication and customer service skills plus the flexibility to work shifts
Ability to work efficiently under time constraints and high stress/pressure environments.
8+ years of relevant customer support experience
Linux administration and troubleshooting
Windows/CIFS/SMB/AD administration and troubleshooting
TCP/IP Ethernet networking configuration/troubleshooting
Interest in technical problem-solving
Detail-oriented with excellent communication skills.
Desire to learn new technologies and products
Experience of providing remote IT support
Detailed knowledge of Virtualisation technologies such as VMWare vSphere, vSAN, ESXi,
Experience with Server Hardware troubleshooting
Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.
Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.