Dell Sr Analyst, Ent Tech Services_189099BR in Cork, Ireland
Sr Analyst, Ent Tech Services_189099BR
Job ID R10824
Date posted 10/09/2017
Why Work at Dell?
Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.
Sr Analyst, Enterprise Tech ServicesCompetitive salaryCork, Ireland-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 Analyst to join our remote technical assistance team in Cork, as well as providing telephone and email assistance to our 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.-Title:- --- ------------- -Senior Analyst, Ent Tech Services--Providing remote technical support to customers from the Dell EMC?s Support center in Cork. -We are looking for a technical person who resolves customer issues while ensuring our customers are totally satisfied with the support service provided. -You are a real self-starter and you will learn to apply your technical know-how to diagnose and resolve issues. You enjoy continually learning, working in a collaborative and agile environment. You enjoy multitasking and are adaptable in how you manage your workload load. You are curious and like to be up to date in your technical knowledge.- You will have the opportunity to broaden and share your product knowledge with the global team.You have excellent communication skills and the ability to explain complex issues to both technical and non-technical people.- You will love to collaborate and will work with other members of the Dell EMC team such as Avamar Engineering, On-Site Support, Escalation Management and other product support teams to solve customer issues. -We have a creative culture that creates new opportunities for motivated technical people and you will choose to get involved in global product initiatives and team projects. -Principal Duties & Responsibilities--------- Provide remote technical support to DELL EMC Customers-------- Be a point of contact for customers and communicate directly with them by telephone and email-------- Provide updates in a clear and concise manner -------- Undertake training and certification required to work towards becoming a subject matter expert in Avamar or related products-------- Apply technical knowledge to analyze and use technical troubleshooting tools to diagnose issues-------- Systematically gather relevant information and analyze a broad range of factors while working to diagnose and resolve issues.-------- Escalate to -Engineering or collaborate with other product support teams if required.-------- Escalate to senior team members or Management if required.-------- Manage and prioritize workload efficiently and effectively.-------- Understand and follow all team processes for case and customer handling-------- Write and contribute to knowledge articles as your expertise of the product develops.-------- Develop and participate in presentations and informal training for other TSEs-------Desired Skills--------- 2+ years of relevant experience -------- Ability to work in a high-pressure environment-------- Interest in technical problem-solving-------- Desire to learn new technologies and productsExperience with OS Linux Suse/ RedHat ? command lineExperience with w/TCP/IP Ethernet networking configuration/troubleshootingExperience with Server Hardware troubleshootingExperience using tools like WebEx, VIKnowledge & Experience with backups technologies a plus.-------- Ability to work independently and as part of a team-------- Customer Service and Communication skills-------- Troubleshooting skills-------- Interpersonal skills-------- Presentation skills----