Dell Lead Spec, Ent Tech Support (ANZ AOH) in Bayan Lepas, Malaysia

Lead Spec, Ent Tech Support (ANZ AOH)

Job ID R01651

Date posted 10/12/2017

Why Work at Dell?

Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.

DESCRIPTION:

  • Daily: Provide 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.

  • 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 , EQuallogic, Compellent, KACE.

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

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

  • 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

  • Diagnosis & troubleshoot via telephone, computer systems, servers/storage & software systems within standard time frames.

  • 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.

  • Maintain accurate call logging and tracking into Helpdesk database.

  • Displays excellent communication skills and works effectively with customers from various cultural backgrounds who have varied levels of technical knowledge.

QUALIFICATION:

  • 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

  • Able to work rotating shifts including 24x7

  • Superior English skills (verbal, written & comprehension).

  • Experience in servicing International English speaking customers will be an advantage

Job ID

R01651