Enterprise Technical Support, Senior Analyst Competitive salaryPanamaDell 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 Panama.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
Take ownership of technically complex customer reported issues from web, phone, chat and email sources and work closely with the customer until it is completely resolved working with senior support engineers
Ensure that he/she is available to work in shifts and flexible with overall coverage for technical support to include weekends
Document relevant information and ensure that the customer is communicated in a timely manner regarding the overall progress of their issue
Resolve customer reported issues while working closely with the Engineering, SE and other cross functional teams and provide feedback to Engineering for improving the product quality and reliability
Ensure that customers are treated with highest degree of respect and drive operational excellence through quality closures and proper escalation of issues
1+ years of relevant experience with a demonstrated knowledge of fundamental networking principles including OSI model, TCP/IP and UDP protocols, packet capture analysis and related networking technology
Excellent understanding of LAN & WAN Network topologies, in-depth knowledge of TCP/IP Protocol Suite, LAN/WAN access technologies, Internet Security Architectures and Routing Protocols
Candidate must have a strong customer orientation, excellent phone etiquette and an excellent work ethic to meet staffing attendance requirements
Candidate should also posses excellent communications skills and be in position to work under pressure with calmness and composure
BenefitsWe 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.Apply now!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. Learn more about Diversity and Inclusion at Dell here.
Respond to customer technical problems/issues related to hardware and/or software via e-mail, chat and phone.
Apply diagnostic/troubleshooting techniques to identify problems, investigate causes and recommend solutions.
Monitor and track issues to ensure accurate resolution.
Use our knowledge databases to help identify products that have known issues and follow guidelines to help our service calls/contacts.
Document problems in our solutions databases to create troubleshooting foundations for future diagnostics.
Advise/educate customers within our guidelines to ensure a complete solution to their technical or service questions.
Focus on delivering a positive customer experience according to Dell standards.
Actively involved in revenue generation activities with current Dell customers.
Provide direction/coaching to less experienced team members
Competent Certifications on Servers, Networking and Troubleshooting and/or 2 to 4 years of relevant experience.
Experienced telephone/Chat/Email skills
Good Time Management and Effective Prioritization
Investigates and Solves problems for Enterprise level customers with challenging expectations
Working research and analytical skills
Excels at tolerance for processes and people.
BS Degree on Computer Engineering or similar area (can be replaced by 2 years of equivalent/relevant experience)
Hold at least one valid, non-expired certification from the following list: MCSA (Microsoft Certified System Administrator); LPI C1 (Linux Professional Institute C1); VMWare Certified Professional; RHCT (Red Hat Certified Technician); Server +; Network +;
Proprietary HW vendors, CCNA, HPUS, Solaris, AIX, EPP, etc., certifications will be considered a plus.
Experience with Enterprise-range solutions (Servers, Networking/Switches, RAID), doing administration, deployment and/or support.
Deep knowledge of -at least- one Server class Operating System (i.e. MS Windows, RedHat/SuSE Linux, VMWare, Solaris, AIX, NetWare, etc...).
Desired knowledge: Cluster solutions (e.g.; Linux/Microsoft Clustering SW), SAN/NAS, Tape Backup Solutions including SW (e.g. Legato, CommVault, Veritas Backup Exec and NetBackup, Yosemite, etc.)