Dell Lead Spec, Enterprise Technical Support (MYSG) in Bayan Lepas, Malaysia
Lead Spec, Enterprise Technical Support (MYSG)
Job ID R01653
Date posted 10/12/2017
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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.
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