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Technical Support Engineer 2

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  • Hopkinton, Massachusetts
  • 05/05/2021
  • R101391

Overview

We believe that progress lives at the intersection of technology and humanity, and that our role is to bring innovation to people everywhere to drive progress around the world. Every member of our team plays a critical role in bringing our purpose to life — through our work, passion and commitment to do the absolute best we can for our company, our customers and each other.

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Success Profile

What makes a successful Product Services team member?
Check out the top traits we’re looking for and see if you have the right mix.

  • Analytical
  • Communicator
  • Conceptual
  • Inventive
  • Problem Solver
  • Results-driven

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Responsibilities

Senior 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 2 on our Technical Support team in Hopkinton, MA to do the best work of your career and make a profound social impact.

What You'll Achieve

As a Technical Support Engineer, you possess a proven aptitude for learning new technologies and constantly progressing your expertise, in a proactive, self-driven manner. You are highly analytical and methodical while working to solve product and network problems of medium to high complexity. As part of this customer-facing role, you will work closely with our Engineering team and impact product development.

You will:

  • Act as a remote customer advocate to champion specific customer needs in collaboration with field team.

  • Apply 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.

  • As a 24X7X365 organization, incoming call rotation, shift work, holidays, weekends and on-call responsibilities may be required.

  • Effectively communicate procedural and technical issues to internal and external customers in a fast paced and customer critical environment.

  • Interface directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements:

  • Proven skill troubleshooting and Configuring Network Infrastructure, Storage Hardware and Operating Systems, and/or NAS/SAN Solutions

  • Competent Knowledge in one or more of the following technologies, Network Switching and/or Routing, Linux, Virtualization, Data Protection

  • Fault Isolation and Troubleshooting Methodology

  • Knowledge of Data Storage Administration

  • Interpersonal skills Ability to work in a high-pressure environment

  • Strong interpersonal skills that help to effectively deliver best in class customer service     


Desirable Requirements:

  • Expert in providing product support, specifically with Symmetrix Hardware 
  • Knowledge of Isilon/PowerScale or other Networked Attached Storage Solutions, replication and or clients
  • Knowledge in any of the technologies, TCP/IP Networking, VMWare, Linux (Red Hat, Ubuntu, or CentOS), Microsoft Server OS, SAN/NAS Solutions, Modular Server Solutions, Oracle
  • Typically requires less than 2 years of related experience in a professional role with a Bachelor's degree; or equivalent experience

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.

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 Family: Product-Services Engineering Tech-Support Job ID: R101391

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Global Sales at Dell

We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere so they can transform the way they work and live. Join our sales team and be a part of our story.

Learn More About Global Sales

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Key Benefits

  • Rewards & Development

    It's simple. We believe in rewarding our team members for a job well done, investing in their professional development and filling the majority of our open positions internally.

  • Health & Wellness

    As part of our overall rewards, we offer benefits programs designed to help you maintain a healthy lifestyle. These benefits are based on your location, so please ask your recruiter for more details.

  • Flexibility

    Dell’s Connected Workplace program offers new ways to work and enables eligible team members to choose the style that best fulfills their needs, both in their job and their personal life.

  • Other Benefits

    You may be eligible for other programs in your location including employee purchase program, paid time away from work, financial and savings programs and more. Talk to your recruiter for more details on what benefits programs are available in your location.

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Life at Dell

Discover life at Dell from our employees who are leading the way toward innovation and digital transformation.

Come be a part of the talented, dedicated and motivated teams in the Dell family by applying today.

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Culture

Our culture is defined by our values and made real every day by how we work and lead. We know our culture is the foundation for all we’ve achieved, and for all the success ahead of us. Don't take it just from us – see what our employees say in our annual "Tell Dell" results.

  • 90% My leader cares about my well-being both professionally and personally.
  • 93% I am proud that I never have to worry about Dell Technologies showing up in a headline damaging our ethical reputation.
  • 90% My job means more to me than just a paycheck and benefits
  • 94% I believe flexible work arrangements (e.g., working remote, mobile, telework, etc.) at Dell Technologies contribute positively to our performance as a company.

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