Job Description

Technical Support

Why do Dell Technologies customers remain Dell Technologies customers? It\xe2\x80\x99s because of our consistently high levels of customer service. Our IT Technical Support team is the focal point of this commitment. We provide technical support and training to PC and PC network users. Known for our versatility across the technical spectrum, we use hardware and software tools to solve problems while supporting, installing and maintaining PCs, LANs, server hardware, operating systems, software and related-IT sanctioned peripherals.

Join us to do the best work of your career and make a profound social impact as a Technical Support on our Technical Support Team in Bayan Lepas Penang.

What you\xe2\x80\x99ll achieve
As an IT Technician, you will install and maintain hardware and software systems and support smaller user groups, providing positive customer experience with each interaction.

You will:

• Responds to incoming contacts which are SLA bound, related to Dell enterprise hardware, peripherals, applications, networking and its associate products.
• Assists customers by diagnosing problems and providing resolutions for technical and service issues.
• Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in dispatching services/parts
• Assumes complete ownership of customer issue until resolved involving multiple inbound and outbound communications; owns the issue and engages/collaborates with multiple resources.
• Provides timely response to customer escalations with appropriate notification to all required EEC staff (RMs, TSMs, SMTs, SPSPEs, SPEs, Tech Leads, Team Managers).Documents problems, diagnostics, interactions, next steps, and solutions implementation in a CRM tool

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here\xe2\x80\x99s what we are looking for with this role:

Essential Requirements

• New graduate (less than a year) in Computer Sciences / Information Technology degree related discipline
• Ability to demonstrate sense of urgency regarding customer reported issues.
• Ability to work under pressure, deal professionally with demanding customers & learn processes & procedures, new products and technologies.
• Exceptional verbal and written communication skills, with proven experience interacting with a range of personalities and styles, to establish effective relationships at all levels of the organization.
• Ability to work shift(s) on a rotating schedule that includes evenings, weekends, holidays.

Desirable Requirements

• Understanding and technical ability for Servers/Storage/Networking will be advanced but not required

Who we are

We believe that each of us has the power to make an impact. That\xe2\x80\x99s why we put our team members at the center of everything we do. If you\xe2\x80\x99re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we\xe2\x80\x99re looking for you.

Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.

Application closing date: 31 March 2024

Dell Technologies 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. Read the full Equal Employment Opportunity Policy .

Dell