Infrastructure Solutions Group Technician, Technical Support Engineer
Company: Dell Technologies
Location: Worcester
Posted on: June 23, 2022
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Job Description:
**DELL TECHNOLOGIES SERVICES**
TECHNICAL SUPPORT ENGINEERING 2
At Dell Technologies, world-class service doesn't end when a
customer purchases our innovative products. Our Technical Support
team is there for them whenever they need help - by phone or email,
or online. No matter how complex the challenge, we rise to it. We
answer questions about the installation, operation, configuration,
customization and use of Dell Technologies products. For critical
matters, we use our systems to provide remote diagnostic technical
support. If there's an issue with a customer's product, we'll
analyze it, identify the cause, recommend a solution and document
the problem.
Join us as a Technical Support Engineer 2 on our Technical Support
team to do the best work of your career and make a profound social
impact.
**WHAT YOU'LL ACHIEVE**
As a Technical Support Engineer 2 (TSE2), you will be responsible
for engagement in both Web and Voice initiated customer calls
driving resolution of complex customer environment issues, while
engaging Tier 2 internal or Vendor engagement as needed. TSE2s are
additionally senior members of the frontline support team providing
elevated technical skills to the frontline team as well as
providing a collaboration path for the frontline support team.
TSE2s will be subject matter experts in one of the main platform
skillsets: Storage, Networking, Virtualization, VxBlock Central,
along with a secondary skillset from that same list.
**YOU WILL:**
- Manage a personal support request queue as well as collaborate
with fellow Frontline TSE 1 engineers providing subject matter
expert skills and mentoring to assist in resolution of complex
customer issues
- Collaborate with our L2 support as well as vendor partners as
needed to drive issue resolution
- Engage in projects as needed designed to address systemic
emerging issues or process gaps identified providing information
and reporting to leadership to drive continual business improvement
as we work to provide our customers the best support experience
possible
TAKE THE FIRST STEP TOWARDS YOUR DREAM CAREER Every Dell
Technologies team member brings something unique to the table.
Here's what we are looking for with this role:
**ESSENTIAL REQUIREMENTS**
- Associates or Bachelor's Degree in a technical discipline
- Have a current certification in one of the following: ISM for
storage, VCP in VMware, or CCNA from Cisco
- Experience providing Enterprise level break/fix Platform
support
- Excellent Written/Verbal communication skills
**DESIRABLE REQUIREMENTS**
- Experience with the Legacy VCE CI Salesforce ticketing CRM
- A strong ability and passion to lead by example as well as
collaborate with others in a fast-paced environment
**HERE'S OUR STORY; NOW TELL US YOURS**
Dell Technologies helps organizations and individuals build a
brighter digital tomorrow. Our company is made up of more than
150,000 people, located in over 180 locations around the world.
We're proud to be a diverse and inclusive team and have an endless
passion for our mission to drive human progress.
What's most important to us is that you are respected, feel like
you can be yourself and have the opportunity to do the best work of
your life -- while still having a life. We offer excellent
benefits, bonus programs, flexible work arrangements, a variety of
career development opportunities, employee resource groups, and
much more.
We started with computers, but we didn't stop there. We are helping
customers move into the future with multi-cloud, AI and machine
learning through the most innovative technology and services
portfolio forthe data era. Join us and become a part of what's next
in technology, starting today.
Dell is committed to the principle of equal employment opportunity
for all employees and to providing employees with a work
environment free of discrimination and harassment. All employment
decisions at Dell are based on business needs, job requirements and
individual qualifications, without regard to race, color, religion
or belief, national, social or ethnic origin, sex (including
pregnancy), age, physical, mental or sensory disability, HIV
Status, sexual orientation, gender identity and/or expression,
marital, civil union or domestic partnership status, past or
present military service, family medical history or genetic
information, family or parental status, or any other status
protected by the laws or regulations in the locations where we
operate. Dell will not tolerate discrimination or harassment based
on any of these characteristics. Dell encourages applicants of all
ages.
Keywords: Dell Technologies, Worcester , Infrastructure Solutions Group Technician, Technical Support Engineer, Engineering , Worcester, Massachusetts
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