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Storage Technical Support Engineer 2, 3rd shift

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  • Eden Prairie, Minnesota
  • 06/18/2021
  • R112091

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

Technical Support Engineer 2

Dell is looking for several individuals to join our growing Technical Support Storage Team.  Because of the growth in our Storage group this is an exciting time to join Dell.  This position provides technical support for Dell products in multiple Storage environments. 

To do the best work of your career join us as a Technical Support Engineer at one of our Support Services sites in Eden Prairie, MN, Round Rock, TX, or Oklahoma City.

This position serves as the first point of contact for customers with technical support issues and questions on advanced storage attached network (SAN) and network attached storage (NAS) environment.   Applicant will be responsible for answering common questions regarding installation, operation, configuration, customization, performance, and usage of assigned products through providing telephone, email or chat.   Documents problems, diagnostics, interactions, next steps, and solution implementation in the solution support database.

Applicant must possess strong customer service skills with the ability to make decisions with little supervision. Strong verbal and written communication skills are required.

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.

  • Demonstrate case management skills for each customer case by responding to customer technical problems or issues related to hardware, software and networking via phone, e-mail and chat. 

  • Take ownership, monitor and track cases to ensure accurate resolution by diagnosing problems and providing resolutions for technical service issues. Proactively engage additional resources to help resolve higher complexity issues.

  • Be knowledgeable of Dell’s product line, processes, policies, current industry products and technologies.  Focus on delivering a positive customer experience according to Dell standards. 

  • Advise and educate customers within procedural guidelines to ensure a complete solution to their technical or service questions.

Essential Requirements:

  • First-rate interpersonal phone skills, etiquette and work ethic.

  • Ability to work under pressure with calmness and composure.

  • Strong problem-solving and trouble-shooting skills using operational and diagnostic procedures.

  • 3 to 5 years of experience in a previous technical support role.

  • Advanced storage center knowledge in Fibre channel, iSCI, RAID, Block/File level management and Disaster recovery

  • This role will cover the 3rd shift

Desirable skills:

  • Associates degree preferred.

  • Enterprise knowledge and certification preferred VCP, Hyper V, RedHat Linux, Networking, SQL and Windows Server.

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 Tech-Support Global-Services Engineering Job ID: R112091

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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.

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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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