Dell Networking Support Senior Analyst - English/German in Halle, Germany

Networking Support Senior Analyst - English/German

Job ID R04378

Date posted 10/09/2017

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Networking Support Senior Analyst - English/German

Halle/ Germany

Are you a brilliant problem solver who could provide Enterprise level support for a game-changing,enterprise-wide support service? Do you want to be a hero to Dells EMEA customers by resolving their complex IT issues? If yes, then look no further as we have the right role for you.

We have an unrivalled opportunity for an experienced Network Engineer to work in our EMEA ProSupport Enterprise Expert Centre, offering the highest level of technical support and remote advisory services to Dells Enterprise customer base on high-end/high value-add enterprise solutions/technologies. No other center offers you such a high level of exposure to a large enterprise customer base.

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 were committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.

Core Responsibilities:

  • Delivering phone based resolution for Dell Networking customer escalations through troubleshooting, research, environment replication & identification of workarounds.

  • Actively supporting the customer in all aspects through to problem resolution while keeping the customer informed throughout life of the incident (s).

  • Interlocking with Technical Account Managers (TAMs) and Regional Sales Account Managers (SAMs) to address customer issues and queries.

  • Attending required technical training sessions and making effective use of assigned lab time while securing relevant industry certifications (sponsored by Dell)

  • Coordinating resources to resolve technical issues and turn around strained relationships at large high profile accounts in both pre and post-sale stages.

  • Act as a trusted advisor to the management team on the technical front.

Skills & Certifications:

Essential:

  • Two to four years of enterprise level networkingexperience, within campus and/or data center environments.

  • Relevant industry certifications in any of the following Network+, CCNA, CCNP, CCIE, CCSA, CCSP, JNCIA, BCNE, CWNA/NP

  • Proven track record managing multiple escalations with effective follow through and timely documentation.

  • Ability to build effective technical relationships with vendors and colleagues on remote sites to support a learning environment and aid knowledge transfer

  • Ability to deliver ahigh customer experience satisfaction

  • Fluency inEnglish +German language

Highly Desirable:

  • Experience with enterprise wireless networks, particularly Aruba & Aerohive

  • Knowledge of one or more of the following: Virtualization/Linux technologies, Microsoft platforms; VMware vSphere, VMware View, Red Hat Enterprise Linux, Red Hat Enterprise Virtualization, SuSE Enterprise Linux, Citrix XenServer.

  • Knowledge of protocols and technologies used in Virtualization and Linux solutions: iSCSI, FC, FCoE, SSH, SMB, CIFS, VLAN, LACP.

  • Knowledge of ITIL change management processes would be an advantage.

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.

Job ID

R04378