Job Description

Job Posting

Technical Support Engineer 2 (I6) - Vxrail

Infrastructure Support Group (ISG)

Bayan Lepas/Cyberjaya

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, online and on social media. 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 on our Product Services team in Bayan Lepas/Cyberjaya to do the best work of your career and make a profound social impact.

What you'll achieve
As a Technical Support Engineer, you will resolve complex technical issues in a fast-paced, customer critical environment, working on improving processes, standards and strategies to perfect our Support Services.

Responsibilities :

Diagnosis, troubleshoot and responds to customer technical problems/issues related to hardware, software and networking via e-mail / chat, online, social media and phone.

Assists customers by diagnosing problems and providing resolutions for technical service or care issues, uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls / contacts.

Escalation of issues to the Product Support team and / or Technical Support Manager in order to resolve the issue to the customer's complete satisfaction.

Analytical, articulate, result-oriented and provide excellent follow-up, Identifies, researches and provides input on unique or recurring customer problems, advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.

Maintain accurate call logging and tracking into Helpdesk database, possess excellent communication skills and the ability to work with diverse range of people with varying levels of technical understanding and ability in international environment.

Essentials Requirements :

Possesses understanding and technical ability for Servers/Storage/Networking.

Good knowledge and/or working experience on DELL Technologies products with/or working experience on operating systems like UNIX and Windows and awareness on Virtualization, VMware, Microsoft, Red Hat, Networking.

Industry qualifications: CompTIA Server+, MCSE, VCP, CCNA.

Experience in VSAN will be an advantage.

Well experience in administration and troubleshooting in datacenter products (Server, Storages, Switches and Hyperconvergence)

Possess excellent English proficiency communication skills and the ability to work with diverse range of people with varying levels of technical understanding and ability in international environment.

Strongly oriented to the customer, results-driven achiever

Applicants must be willing to work in Bayan Lepas Penang OR Cyberjaya Malaysia on rotational shift

Desirable Requirements

Degree in Computer Sciences / Information Technology related discipline or equivalent prior work experience in a related field.

Advance Diploma/Diploma holders in Computer Science / IT related discipline with a minimum of 4-6 years working experience in providing direct support to end-users either in customer service / field engineering or corporate help desk are also encouraged to apply.