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Heredia, Costa Rica

Technical Support Engineer 2 (I6)

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Technical Support Engineer

At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.

Join us as a Technical Support Engineer on our Product Services team in Costa Rica to do the best work of your career and make a profound social impact.


What you’ll achieve
As a Technical Support Engineer, you will resolve complex technical issues in a fast-paced, customer critical environment, working on improving processes, standards and strategies to perfect our Support Services.


Responsibilities:

  • 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. Work on highly complex customer technical issues requiring sound judgment to resolve problems and provide recommendations.
  • Demonstrate case management skills for each customer/case by managing timelines, complexity, and communications. Follow up with customers via phone and email to ensure accurate resolution for their technical issues.
  • Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.
  • Interfaces directly with internal/external customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.
  • Maintains a closed-loop communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status.

Essential Qualifications:

  • Advanced English.
  • Currently studying or graduated up to 1 year, bachelor/associate/ degree,in computer related field
  • Basic/intermediate skill troubleshooting and Configuring Network Infrastructure, Server Hardware and Operating Systems, and/or NAS/SAN Solutions.
  • Basic/intermediate Knowledge of current industry high-end storage products and technologies, and/or in one or more of the following technologies, Analytical ability to gather and interpret data , fault Isolation and Troubleshooting Methodology.
  • Excellent customer service and communication skills, with a no-barriers attitude towards helping others.

Preferred Qualifications:

  • Knowledge of Isilon/PowerScale or other Networked Attached Storage Solutions,
  • Knowledge in any of: TCP/IP Networking, VMWare, Linux (Red Hat, Ubuntu, or CentOS), Microsoft Server OS, Active Directory, SAN/NAS Solutions, Modular Server- Storage Solutions.
  • Certifications, such as: Network+, CCENT, CCNA or higher, Linux Essentials/ LPI-2 or RHCE, VCP–DCV, VCP-NV, or equivalent.



Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

Application closing date: 14 de febrero, 2022


Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here.

Job ID: R152514

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Why Work Here

Global Benefits

  • Comprehensive Healthcare Programs

  • Award Winning Financial Wellness Tools and Resources

  • Generous Leave of Absence for New Parents and Caregivers

  • Industry Leading Wellness Platform

  • Employee Assistance Program

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