Technical Support Engineer 2

Job Description

Enterprise Technical Support Engineer - 24/7 Support

Dublin, Ireland

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 Enterprise Technical Support, Senior Analyst on our remote Technical Support team in Cherrywood, Dublin.

We go out of our way to give our customers the help they need. Our Enterprise Technical Support 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. Fully trained on the latest upgrades or new products, the team can diagnose the problem and recommend the right solution remotely by telephone, e-mail, chat or online.

Key Responsibilities

• Delivery of ProSupport service to DellEMC enterprise customers.
• Actively supports the customer in all aspects through to problem resolution keeping customer informed throughout life of incident.
• Identifies and resolves issues affecting customer's servers, utilizing the tools available and resourcing necessary support staff.
• Clearly and concisely logs and tracks details of solutions provided to resolve customer issue and maintains and updates customer database.
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.

Essential Requirements

• Fluency in English
• Outstanding analytical troubleshooting ability.
• Ability to manage escalations and liaise with stakeholders across the organization.
• Proven ability to work in a team managing multiple key performance indicators and delivering service level agreements.
• Availability to work shifts

Desirable Requirements

• Familiarity with Dell PowerEdge Server technology
• Third level I.T. related qualifications

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.