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 Shanghai 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 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 2022.6 and 2023.6
- 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.
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: 30/6/2023
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.
