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.
Responsible for providing phone- based technical support for Dell Enterprise Support Customers.
The Technical Support Analyst is the first point of contact for Russian Enterprise Support Customers with advanced hardware, operating system and application issues.
Provides first-level technical support on Dell supplied server and storage products
Identifies and resolves issues affecting customer server systems
Uses troubleshooting techniques and tools to identify technical defects/issues
Assumes a proactive role in technical support call avoidance by identifying known problems and documenting resolutions
Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
Engaging necessary support staff to resolve escalations in as short a timeframe as possible
Attends required technical training sessions and makes effective use of assigned lab time
Thorough working knowledge of Server and Storage architecture/technology
Thorough knowledge of Service Procedures
Ability to analyse and solve technical problems related to server/storage products by investigating potential solutions using troubleshooting skills
Excellent interpersonal skills
Outstanding customer handling skills
Excellent Russian and English or German language skills
In-depth knowledge and understanding of policies and procedures and the ability to determine course of actions based on given guidelines
Thorough working knowledge of Dell supplied applications
Excellent telephone skills
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.