Job Description and Requirements
Primary Responsibilities :
Provides technical consultation to customers and assists them to get all preparation work done for the scheduled change.
Works with scheduling team to fulfill customer’s expectation.
Goes through change control process to ensure customer’s environment won’t be exposed to any risk.
Performs scheduled tasks via remote connections and provides regular updates to customer.
Follows troubleshooting steps and / or escalates to next level in case any issues occur during the scheduled task
Reviews technical solution articles for accuracy and completeness, and gives feedback to the authors.
Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.
Participates in and possibly leads conference calls with customers. Knows their audience and articulate accordingly.
Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledge-base content, Support forums, etc.
regularly submits content to the knowledge database.
Validates technical information and issues early warning and disseminates information as needed.
Takes escalations from junior team members to resolve more complex issues.
Manages own cases. Ensures SLO and all other compliance requirements are met.
As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required.
Works toward becoming subject matter expert in a particular area or areas.
Mentors and / or coaches less experienced TSEs. Helps develop and participate in presentations and informal training for other TSEs.
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.
Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues.
Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate.
Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
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.
Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills;
prepares articles for other TSEs and / or customers regarding technical solutions
Bachelors Computer Engineering or Computer science
Experience Required : 6+ years relevant experience
Knowledge in Linux administration and management
Microsoft OS / DB knowledge
Proficient in VMware virtualization technology, be familiar with vSphere suite (ESXi, vcenter, vRA etc).
Knowledge in TCP / IP networking and IP switches
Experience with Exchange, SQL, Hyper V , Oracle is a huge plus
Ability to work in a high-pressure environment.
Customer Service skill.
Understanding of DellEMC's products and their value added to the customers
Backup and Recovery Experience is highly valuable
French, Spanish or German is a great plus