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## Technical Support Engineer 2 – High End Storage
North Ryde
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 on
our High End Storage Technical Support team in base 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 an
sophisticated products – from IT hardware and software to servers- networking
storage and the cloud. Issues can span installation- operation- configuration
customization- performance and usage. Fully trained on the latest upgrades o
new products- the team can diagnose the problem and recommend the righ
solution remotely by telephone- e-mail- chat or online. This role will
responds to routine as well as complex product- customer and field engineer
incoming calls. Identifies- resolves product problems.
Provides validated technical information- support process instructions and
special support requirements to all levels to maintain quality technical
support to the company`s customer base.
Collects problem information for review by Tech Support Engineers (TSE) and
uses remote tools to analyse product failures.
In addition the key responsibilities of the role are:
Responds to requests generated by product phone homes for technical assistance or Dell EMC field or customer.
Troubleshoots basic systems level problems with limited direction.
Carries out RMA data for the replacement of all basic product factory replaceable units with limited assistance.
Assesses- escalates and works through a problem through closure escalation points – TS or engineering as needed- following established escalation processes.
Updates and closes calls on Service Cloud CRM- including all pertinent information to provide an accurate historical record of the event.
Is responsible for sharing all acquired knowledge concerning problem resolution with field and other departments as appropriate.
Contributes to centralized problem identification and resolution database and uses knowledge base systems to determine appropriate action.
Maintains needed technical documentation in an organized fashion allowing immediate availability. Includes updating service requests and knowledge base articles as required and keeps abreast of all new developments- as information becomes available.
Uses current experience and product knowledge to update and improve TSE processes and procedures. Validates technical information and issues early warnings and tech tips as needed. Initiates engineering analysis by providing researched data to open engineering investigation. (OPT)
Assists and advises on ongoing technical issues during shift where necessary and ensures group activity supports overall customer service objectives.
Delegates and redistributes workload as necessary in order to address customer needs and applies knowledge base to determine appropriate action.
Demonstrates the ability to work with other language and cultural differences of both internal and external Dell EMC Customers in a high pressure and demanding environment.
Perform other duties as required.
Maybe required to work weekends as business indicates.
Essential Requirements
Candidate must have a strong customer orientation- excellent phone etiquette and an excellent work ethic to meet staffing attendance requirements
Candidate should also posses excellent communications skills and be in position to work under pressure with calmness and composure
Benefits
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.