Job Description
At Dell Technologies, our Service Desk team provides remote technical support expertise (via telephone, chat, web or e-mail) in a complex information infrastructure environment with the need to integrate Dell Technology products and systems with other Dell Technology and non-Dell Technology computer systems being operated by customers. We can convey sophisticated ongoing technical system support is critical to, and an essential component of, both Dell Technology's business operations and the business operations of Dell Technology customers.
Join us as a Technical Support Engineer 1 on our Remote Desktop Support / Service Desk team located in our Penang office (work from office profile) to do the best work of your career and make a profound social impact.
Key Responsibilities (but not limited to)
As part of our Service Desk team, you will work with highly skilled technical advisors to develop and deliver solutions that enable customers to maximize returns on IT investments, drive efficiencies and reduce costs.
You will
- Provide first-level support and use troubleshooting techniques and tools to identify technical defects/issues & assign incidents and escalate problems in line with documented guidelines and procedures
- Actively support the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident; sometimes will includes negotiation and setting expectations with customers
- Document relevant information and ensure that the customer is communicated with in a timely manner regarding the overall progress of their issue & identify and provide input on unique or recurring customer problems
- Consistently perform to set targets & comply with schedule adherence to ensure overall service level targets are achieved
- Maintain comprehensive knowledge of service offerings along with future industry products and technologies & attend required technical training sessions and make effective use of assigned lab time
- Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills
- Responsible for sharing acquired knowledge concerning problem resolution with others to be used in future problem resolution
Essential Requirements
- Fluent communication skills in English and Mandarin (other languages will add advantage)
- Requires 2+ years or above of related customer handling experience in a similar role
- Ability to work independently
- First-rate customer focus, phone etiquette and work ethic with excellent communications skills
- Ability to work under high-pressure with calmness and composure
- Strong problem-solving and trouble-shooting skills using operational and diagnostic procedures with knowledge of Office 365, standard Microsoft Windows Applications and Operating systems and good skills in software issues
- Problem solving skills and results driven
- Able to work on weekends as part of the working days (weekdays off)
- Able to work during Public Holidays
- Flexible on shift rotation base on business needs
- Good tardiness & attendance track record
Desirable Requirements
- Bachelor's Degree or equivalent
- Willing to work in 24/7 environment
- Willing to work in multiple accounts service desk
- Profile is work from office only
Job ID:R234801
Dell’s Flexible & Hybrid Work Culture
At Dell Technologies, we believe our best work is done when flexibility is offered.
We know that freedom and flexibility are crucial to all our employees no matter where you are located and our flexible and hybrid work style allows team members to have the freedom to ideate, be innovative, and drive results their way. To learn more about our work culture, please visit our locations page.
