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Technical Support Engineer 1

Job Description and Requirements

Key Responsibilities 

As a Technical Support Engineer for Live Optics, you will take end-to-end ownership of field requests from both internal and external customers as well as channel partners. You will work closely with cross functional teams and other technical business units to increase knowledge and resolve customer issues. 

Core responsibilities include:

  • Updating and reporting on customer cases opened through the Live Optics ticketing system
  • Application of technical expertise using standard operating and diagnostic procedures to resolve technical issues. Troubleshooting issues within a customer environment.
  • Effective communication of procedural and technical issues to internal and external customers in a fast-paced environment.
  • Monitoring and tracking of all service calls. Provision of status updates at regular intervals and communication of status to customers using tracking databases/systems.
  • Development of technical and business knowledge related to Live Optics and any hardware/software/firmware related to Live Optics features.
  • Liaise with Engineering to determine the best path to resolution for customer issues

Essential Requirements

  • Excellent written and verbal communication skills with the English language
  • 0-2 years of experience.
  • Understanding of Storage, Virtualization, and other data center technologies
  • Solid understanding of operating systems and basic Microsoft Active Directory administration
  • Ability to quickly learn new technologies as required
  • Bachelors degree or equivalent experience in a ticket-based Technical Support or Customer Service role
  • Ability to solve problems and troubleshoot issues through review of technical logs and use of diagnostic tools
  • Strong customer focus
  • Ability to work independently and manage time effectively

Desirable Requirements

  • Knowledge of and experience using scripting languages such as python/bash/perl
  • Experience scheduling and conducting customer facing support calls to facilitate troubleshooting
  • Written and verbal fluency in additional languages