## Technical Support Engineer Level 2
Dell provides the technology that transforms the way we all work and live. But
we are more than a technology company — we are a people company. We inspire-
challenge and respect every one of our over 100-000 employees. We also provide
them with unparalleled growth and development opportunities. We can`t wait for
you to discover this for yourself as an Technical Support Engineer 2 with
our team located in North Ryde.
We go out of our way to give our customers the help they need. Our Technical
Support Engineer 2 team specializes in our most highly technical and
sophisticated products – from IT hardware and software to servers- networking
storage and the cloud. Issues can span installation- operation- configuration
customization- performance and usage. This role is office base situated i
North Ryde. The role works with a team that provides seven days a week suppor
to our customers. The successful applicant must be prepared for either regula
rostered weekend support (one weekend in four approximately) or a fixed Tue-
Sat or Sun-Thu working week- but may vary from time to time. This role will
also involved some on-call support from time to time. Start and finish time
differs between summer and winter. And the successful applicant must be
prepared to change work start and finish times accordingly. This role may also
require international travel- sometimes on short notice.
To be successful in this role you must be able to demonstrate the following;
Ability to speak and write English and Chinese (Mandarin)
Ability to communicate effectively to all levels of people
Excellent and professional phone manner
Strong customer service focus
Keen and enthusiastic attitude with a willingness and interest to learn new skills
Ability to deliver technical training
Excellent documentation skills
Ability to work with minimal supervision
Strong team player
Maintains expert level product knowledge and expertise
Keen knowledge gatherer and sharer
The successful candidate will have proven Technical Experience in the
Previous Customer Support Roles
Excellent software and OS troubleshooting and problem solving skills
Experience in configuring and supporting SAN infrastructure environments including TCP/IP
Storage array configuration and administration
Experience in configuring and supporting Storage and Host Virtualization
Strong English language and communication skills
Strong Chinese language and communication skills
Minimum of 3-5 years industry experience
Installation and troubleshooting UNIX environments
Advanced IBM AIX
Advanced Linux (Redhat and SUSE)
Advanced Sun Solaris
Advanced Hewlett Packard HP-UX
Oracle DB exposure (particularly Backup & Recovery)
Data replication experience desirable
Vendor Certification beneficial but not mandatory
### Areas of Responsibility
Applies expert level technical expertise in quickly resolving complex issues that are negatively impacting product performance at EMC customer sites. Follows generally accepted protocols or procedures in diagnosing and resolving customer issues.
Reacts quickly to interrupt driven workload and handles multiple tasks simultaneously.
Leads less experienced team members in working technical issues through to resolution.
Identifies and resolves product performance issues or difficulties. Identifies and documents trends- conducts trend analysis where necessary.
Acts as a resource to complement Field Support Specialists and Customers for resolving installation- upgrade- debugging and system configuration problems.
Effectively communicates to Engineering- Field and Customer Support and EMC Customers on procedural and technical issues in a highly stressful environment. Maintains a ‘closed-loop` communication style assuring all appropriate individuals are notified of problem resolution status. Maintains and strives to improve centralised knowledge base.
Initiates contact with third party vendors and value added re sellers to access- compile- and analyse required technical and systems information to enhance EMC product performance and technical support capabilities. Will also partner with other vendors to resolve interoperability issues to the customer`s satisfaction.
Defines new methods and drives efforts in problem recreation and root cause failure analysis and prevention. Utilises a wide variety of test equipment- diagnostic tools and techniques used in problem resolution. May provide documentation and direct feedback to Engineering- Field Technical Specialists- Account Managers- Sales and other EMC Technical Support co-workers. Offers unique or novel ways to resolve issues.
Takes a lead role in the documentation and notification to engineering and other parts of Customer Service as to previously unidentified technical problems on installation or upgrade issues.
Identifies the need for and leads the development of timely and highly focused training programmes within the Field and Technical Support Departments. May deliver seminars to EMC employees and/or Customers on EMC product lines. Actively drives the development of training materials and procedural documentation to improve product quality.
May collaborate with engineering on resolving Pre or Post General Acceptance issues including testing- evaluation- documentation- operations- procedure- compatibility- connectivity- debugging or performance.
Represents EMC in a professional manner to internal and external customers at all times.
Acts as a liaison for the GTS Support Organisation in providing access to more recent technical specification and requirements of current and emerging EMC products- utilising internal and external courses and collaborating with other technical professionals. Maintains and frequently utilises project management skills.
Performs other duties as required.
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.
If you want to be at the leading edge of technically challenging customer
support- this is your opportunity to develop with Dell.