## Graduate Service Delivery Engineer
Sydney – North Ryde
Dell Infrastructure Managed Services provides comprehensive management of our
customers operations in accordance with their specific service-level
requirements. As a Graduate Service Delivery Engineer you would be a part
of a team of technical delivery professionals who assume responsibility for
all- or part- of a customer`s environment over a fixed term. Our team
leverages ITIL standards and technology proven best practices- and proprietary
The GSAP or Graduate Service Delivery Engineer will be responsible for
providing level-1 monitoring and troubleshooting of customer environments. Th
role will be expected to work in a positive and collaborative fashion wit
fellow team members- Level-2/Level-3 specialist architect teams- vendor team
Dell EMC|s Graduate Program (GSAP) hires candidates through a globally
consistent and proven program. As a GSAP associate you will be developed
through this structured program that combines intensive training and on-the-
job mentored experience. This intensive role based-training includes:
An introduction to the IT industry- best practices and methodologies and the Virtustream way of doing business.
Hands-on work with products and platforms- operating systems and storage infrastructure tools.
The opportunity to gain technical certifications- both Dell Technologies and industry-wide.
The successful GSAP associates will attend a Boot Camp held in Cork Ireland
for the first 6-8 weeks of joining- after this they will return to Sydney-
transition into the local team and begin working in a full time role directly
impacting the total Customer Experience.
The successful candidate will be responsible for the following:
Remote monitoring and first level troubleshooting for all issues related to customers converged infrastructure including OS- VMware- Backups- UCS- Networks and Storage.
Monitor and respond to hotline- email and ITSM tools for ticket queue requests
Ensure Infrastructure Managed Services processes are followed accurately and client alarms are being responded promptly to manage customer agreed SLA`s.
Handle opening and accurate updating of tickets and provide status updates to customers
Work with vendor teams; fault management and incident/change/problem management team and escalation to internal L2/L3 specialist teams.
Perform remote work as assigned by customer team.
Regular tracking- hand off or receive open ticket information during shift turnover changes and facilitate knowledge transfer
Follow defined operating procedures to ensure that clients- systems and information are properly followed
Triage incident priority and initiate situation management – open/ coordinate bridge call and follow proper incident escalation procedure in the event of priority P1 incidents.
What you can learn:
How one of the world`s largest technology companies serves its customers through timely communication and best in class service
How to be a productive team member on a virtual- globally dispersed team that is leading and influencing all aspects of our candidate experience and employment brand worldwide
How to lead through influence
What we|re looking for:
You have an Associate`s or Bachelor`s Degree in a technical discipline and 0-2 years of relevant work experience
Desire to build a long term career in a Technical Delivery role
You understand the importance of a strong sense of urgency. You are an organized multi-tasker and love working with others and solving problems
You also work well in a team or independently
You have a strong technical aptitude
You are passionate about working with customers and assisting them. You have proven customer service skills
You have strong negotiation skills and are innovative in your approach
You understand the importance of doing things for the greater good and you are inclusive and approachable to those around you
A thirst for knowledge and a strong grasp of technology (Networking- Databases- Storage- Compute)
Must reside in Sydney- be an Permanent Resident or Australian citizen and be willing to commence early September 2019.
Dell is a collective of customer-obsessed- industry-leading visionaries. At
our core is a commitment to diversity- sustainability and our communities. We
believe in working together to build a brighter future- celebrating the
entrepreneurial spirit that lives inside us all- and marrying innovation with
action. Dell is proud to 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.
When you choose our company- you join a diverse world of innovative thought
leaders. At our core is a commitment to workplace diversity- the
sustainability of our planet- and community corporate involvement. We offer
highly competitive salaries- bonus programs- world-class benefits- and
unparalleled growth and development opportunities-all to create a compelling
and rewarding work environment.
Job Family: Recent-Graduate Job ID: R025585