Senior Engineer, Technical support v Cork, Ireland, Irsko

Senior Engineer, Technical Support
Competitive salary
Cork, Ireland

Are you a brilliant problem solver who could provide front-line support for a game-changing, enterprise-wide support service? Do you want to be a hero to Dells customers by resolving their complex IT issues? Within Dell Services, we are looking for a Sr. Analyst to join our remote technical assistance team in Cork, as well as providing telephone and email assistance to our European customers as part of the Dell Global Service Desk.

Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and were committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.

Key responsibilities:

Dell Services develops and delivers solutions that enable clients to maximise returns on IT investments, drive efficiencies and reduce costs. Working with highly skilled technical advisors, you will:

• Dell Services develops and delivers solutions that enable clients to maximise returns on IT investments, drive efficiencies and reduce costs. Working with highly skilled technical advisors, you will:
• Apply technical expertise using standard operating and diagnostic protocols to resolve standard to highly-complex system level issues by telephone and e-mail to DELL EMC Customers
• Remotely identify issues, investigate root causes and recommend solutions to reported problems
• Undertake training and certification required to work towards becoming a subject matter expert in Midrange related products, e.g. VNX/Unity.
• Escalate to Engineering or collaborate with other product support teams if required.
• Understand and follow all team processes for case and customer handling
• Write and contribute to knowledge articles as your expertise of the product develops

Essential requirements

  • 3rd level education, preferably technical degree
  • Fluency in English
  • Excellent communication and customer service skills plus the flexibility to work shifts
  • Ability to work efficiently under time constraints and high stress/pressure environments.
  • 5+ years of relevant customer support experience
  • Interest in technical problem-solving

Desirable Requirements

  • Experience of providing remote IT support and Troubleshooting skills
  • Interpersonal and Presentation skills
  • Desire to learn new technologies and products
  • Experience with OS Linux Suse/ RedHat command line
  • Experience with TCP/IP Ethernet networking configuration/troubleshooting/ server hardware troubleshooting

Benefits

Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

Closing date: Apply now!

Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.

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