Senior Technician, Technical Support

SUMMARY

Provides remote technical support expertise in a complex information infrastructure environment with the need to integrate Dell Technologies products and systems with other Dell Technologies and non-Dell Technologies computer systems being operated by customers. Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both Dell Technologies' business operations and the business operations of Dell Technologies customers.

ACCOUNTABILITIES

• Applies technical support expertise to resolve customer issues
• Responsible for providing telephone, email, chat and remote diagnostic technical support of assigned products
• Works closely with peers and internal subject matter experts to increase knowledge and resolve customer issues
• Identifies and provides resolutions to technical problems
• Uses trouble-shooting tools, content and analytical practices to help determine best way to resolve identified and unidentified problems

Essential requirements

• Candidates studying a university degree must have an expected graduation date within the next 12 months or have completed their degree within the last year.
• Degree studies in Information Technology, Computer Science, Systems Engineering, Telecommunications, customer service, or other related technology fields.
• Availability to work rotating schedules based on business needs.
• Fluency in Spanish and English (Written and verbal).

• Ability to deal professionally with demanding customers and learn new products and technologies.

Desirable requirements

• Experience of providing remote IT support.
• Industry Certifications such as CompTIA A+, Microsoft Technology Associate (MTA), etc.

Dell Services develops and delivers solutions that enable clients to maximize returns on IT investments, drive efficiencies and reduce costs. Working with highly skilled technical advisors, you will:

• Provide first Level Technical Support on Dell supplied products and/or peripherals.
• Identify issues, investigate root causes, recommend solutions to reported problems and document all interactions.
• Provide technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone, chat, and e-mail.
• Attend required technical training sessions and makes effective use of assigned Lab time (Onsite).