Dell Lead Spec, Client Tech Support in Bayan Lepas, Malaysia

  • Job family: Senior Technical Support (Coach) Responsible for maintaining call quality of TS agents for respective customer segments/LOBs.

    Principle responsibilities:

    o Set call quality standards in handling for varying customers segments, countries, LOBs. o Conduct quality call audits on a periodic basis accordance to call scorecards. o Workshops on call handling, improve resolution approach, improve call efficiency & productivity. o Drive improvement accordance to new service offerings, expectations, tech troubleshooting/tools. o Instill best practices & motivation by initiating call quality recognition programs. o Close collaboration with team leaders & L2s on agents improvement programs. Support technical needs to NH/L1 to ensure they could perform their daily works.

    • Degree in Computer Science / IT related discipline with at least 3-5 year related working experience.
    • Advance Diploma/Diploma holders in Computer Science/IT related discipline with a minimum of 3 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.
    • Those with professional certification from Microsoft/Red Hat/Novell will have an added advantage.
    • Strong understanding and technical ability for PC, servers/Storage, Software systems and applications supported and sold by Dell Asia Pacific.
    • Able to work rotating shifts including 24x7
    • Speak, read and write proficiently in English. Added language skills will be an advantage.
    • Exposure & knowledge to the following systems technologies:
    • Intel CPU based servers
    • SCSI and RAID
    • Fiber Channel storage subsystems
    • ISA, PCI, EISA, combo interfaces
    • ECC, SDRAM, RDR memories
    • Backup solutions and peripherals
    • Systems management (an added advantage)
    • Systems recovery (and added advantage)
    • LAN with Ethernet/802.3 network like 10/100/1000baseT and Token Ring or fiber optics (an added advantage)
    • Structure cabling systems
    • MS Windows 7, Win 2000, XP, Vista or NetWare operating systems
    • TCPIP, Netbios and other protocols.
    • Microsoft clustering, Microsoft Internet, Storage, Unix

Job: *Client Tech Support

Organization: *Global Services

Title: Lead Spec, Client Tech Support

Location: AP-MY-Penang-Bayan Lepas

Requisition ID: 17000ETH