Dell Enterprise Technical Support Analyst in BAYAN LEPAS, Malaysia

Technical Support Analyst

(Rotating shift work and is a requirement of the job.)

  1. Daily: a front-line position who provides timely response to customer issues, using all Dell resources to quickly and accurately diagnose, troubleshoot, and repair customer's servers or escalate to the appropriate team.

  2. Daily/Weekly: Actively support the customer in problem resolution by

Answering customer communications in a timely fashion

Identify and resolve issues affecting customers' Servers, Storage , EMC

Track the details of changes made and solutions provided to resolve customer issues in the specified tracking tool.

  1. Daily/Weekly: Take proactive role in Technical Support call avoidance by identifying known problems and documenting the resolution in the form of PRDs.

  2. As Required: Maintain/enhance skill levels according to future technology trends.

  3. Daily/Weekly: Maintain customer database to ensure customer information is up to date and accurate:

Customer contact

Hardware/Software revision

Detailed description of the problem

  1. Detailed steps for resolution
  • 2-3 years experience in Call Center environment

  • Intermediate server hardware knowledge (including SCSI, RAID, I/O topology , backup ); A+ , MCSE, CCNA, RHCE certification desired.

  • Basic networking knowledge (including WAN topology, mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions, and network load balancing); Cisco certification desired.

  • Advanced knowledge of at least 2 of the following: NT, W2K, RedHat Linux, Exchange, SQL, IIS, Proxy, Apache, Squid, SendMail, Clustering, Site Server, ASP, or XML.

  • Strong verbal and written communication skills are required.

Organization: Operations

Title: Enterprise Technical Support Analyst

Location: AP-MY-Penang-Bayan Lepas

Requisition ID: 17000WB1