Enterprise Technical Support Analyst- OKC

Responsible for providing technical support for customers on operation or maintenance of Dell server products. Assists phone customers by diagnosing problems, and providing resolutions for technical and service issues.
 
Principal Accountabilities

Troubleshoots technical issues with Dell servers (hardware and software) in order to resolve customer issues.
Follows up with customers via phone and email to ensure a total solution for their technical questions.
Escalates calls, as appropriate, to the respective group for higher level technical support.

Qualifications

Scope:

Takes an average of 30 inbound High Complexity calls per week.

Interacts with L1 technicians, Technical Review Technicians, AES Server management, DSN, Service Vendors, Logistics

Complexity

Works on highly complex customer technical issues requiring sound judgment in order to resolve  problems and provide recommendations.

Devises creative and innovative approaches where established criteria do not exist.

Makes significant decisions having considerable impact on normal operations, profitability, and/or reputation of Dell.

Must have competent knowledge of all Dell Platforms

Receives training on all new AES products (regardless of platform)

Be able to effectively communicate through verbal and written means

 
Knowledge and Skills:

Power Edge systems skills.

Moderate knowledge of Microsoft and/or Alternate Operating Systems.

Basic customer service skills.

Competent knowledge of Dell servers.

Competent knowledge of Microsoft 2K Server, Small Business Server 2K and 2K3, and Win Server 2K3,

Competent typing skills.

Analytical ability to gather and interpret data.

Basic knowledge of Dell's product line, current industry products and technologies.

Competent writing skills

Competent interpersonal skills

Competent knowledge of all Dell Hardware used in both Server and Workstation systems

Competent knowledge of at least one of the following operating systems: Linux, Novell, MS Windows 2K/2K3, MS Windows XP

Excellent Customer Service skills

Excellent Communication skills

Ability to Multi-task

 
Certification Requirements - One or more of the following certifications are required:

MCSA
MCSE
VCP
LPI 1
LPI 2
RHCE

 
Experience:

2 + years relevant experience in providing technical support with MCSE, VCP or RHCE

 

About Dell:
Collaboration. Individual drive. A passion for technology. That's what success sounds like at Dell. It's this dedication to finding unique solutions that has given rise to many of our energy-smart, green initiatives. Sound like something you can get behind? Join our team, and you'll work in a dynamic environment with other motivated, talented individuals who care about protecting our planet. Plus, you'll get the mentoring, support and training you need to succeed on your own terms.
 

 

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