2024 Campus 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 to do the best work of your career and make a profound social impact as a Technical Support Engineer on our Technical Support Team in Shanghai.

What you’ll achieve
As a Technical Support Engineer, 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:

• Applies technical expertise using standard operating and diagnostic procedures to resolve standard level issues. Uses standard internal diagnostic test equipment and product trace and logging procedures.
• Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment through a variety of mediums. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
• Tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases. Responsible for sharing all acquired knowledge concerning problem resolutions.
• Contributes to centralized problem identification and resolution databases; may have senior level tasks similar to Engineering for assigned product and skills. Act as a remote customer advocate to champion specific customer needs for code currency, reporting and product knowledge in collaboration with field teams. 
• Validates technical information and issues early warnings and disseminates information as needed. As a 24x7x365 organization, shift work, holidays and on-call responsibilities.

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

• Fresh Graduate or will graduate between 2023.6 and 2024.6
• Candidate must have a strong customer orientation, excellent phone etiquette and an excellent work ethic to meet staffing attendance requirements
• Candidate should also possess excellent communications skills and be in position to work under pressure with calmness and composure
• Candidates must have strong troubleshooting skills as well as presentation skills.
• Bachelor or above degree in Computer Sciences / Information Technology related discipline.

Desirable Requirements

• Candidate is passionate on IT technology learning and development.
• Candidate has strong willingness to purchase a successful career in IT infrastructure.