About The Role

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 Solutions Support as a Service team supporting PowerEdge XE servers in Chatswood.

What you’ll achieve

As a Technical Support Engineer for Technical Support in the XE space, you will resolve complex technical issues with our XE portfolio in a fast-paced, customer critical environment, working on improving processes, standards and strategies to perfect our Support Services.

You will

Take ownership of technically sophisticated customer-reported issues from web, phone, chat and email and work closely with the customer until complete resolution
Document relevant information and ensure the customer is communicated with in a timely manner regarding the overall progress of their issue
Resolve customer issues, working closely with the Engineering, SE and other multi-functional teams
Provide qualified information to Engineering so they can improve product quality and reliability
Make sure customers are treated with the highest degree of respect and drive operational excellence through quality closures

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

Strong knowledge and understanding of Dell PowerEdge servers
Working fundamental knowledge of PowerEdge XE servers
Comfortable working in Linux environments (RHEL and Ubuntu)
In depth troubleshooting knowledge
Good understanding of Dell and vendor diagnostics utilities and their application
Customer facing experience and the ability to work in a high-pressure environment
3+ years of technical support experience