Dell Tech Support Engineer IV - Xtreme IO in Hopkinton, Massachusetts

Tech Support Engineer IV - Xtreme IO

Job ID R11300

Date posted 10/09/2017

Location Hopkinton, Massachusetts

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Job Family SummaryProvide support to customer/users where the product is highly technical or sophisticated in nature. Responds to situations where first-line product support has failed to isolate or fix problems for customer. Represents the company to the customer ensuring the customer is satisfied. Responsible for providing telephone, email, chat and remote diagnostic technical support of servers, storage, switches, routers, blades and various software applications (Windows, VMWare, Exchange, Oracle, Netware, etc.). Answers questions about installation, operation, configuration, customization, performance and usage of assigned products. Verifies warranty entitlement and determines appropriate action. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation. Provides basic remote deployment, maintenance and consulting services.-Principal ResponsibilitiesSystematically gathers relevant information and applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments Performs quality auditsProvides leadership and mentors team members; coaches agents on their metric results ; may be responsible for the technical skill development of a team and evaluated on how well they perform on key performance indicatorsParticipates in and possibly leads conference calls with customers; knows their audience and articulates accordingly Maintains proficiency in emerging technologiesParticipates with leaders to determine focus areas for team?s technical improvement (e.g. establishes targeted mentoring programs, consults on incentives related to technical performance)Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers-SkillsExperience with UnixBackground in Enteprise StorageBackground in NetworkingExperience with VMWare (VCP Certification is a plus)Experienced telephone etiquette skillsSignificant knowledge of products, customer service, policies and proceduresDemonstrates initiative and good judgment in resolving issues effecting customer satisfactionWorks effectively and efficiently under time constraints and high stress/pressure environments- 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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