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Dell Technical Support Engineer 2 in Draper, Utah

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 Draper 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 resolve complex technical issues 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 complex customer reported issues from web, phone, chat and email sources and work closely with the customer until it is completely resolved working with senior support engineers

  • Ensure that he/she is available to work in shifts and flexible with overall coverage for technical support to include weekends

  • Document relevant information and ensure that the customer is communicated in a timely manner regarding the overall progress of their issue

  • Resolve customer reported issues while working closely with the Engineering, SE and other cross functional teams and provide feedback to Engineering for improving the product quality and reliability

  • Ensure that customers are treated with highest degree of respect and drive operational excellence through quality closures and proper escalation of issues

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

  • 1+ years of relevant experience with a demonstrated knowledge of fundamental networking principles including OSI model, TCP/IP and UDP protocols, packet capture analysis and related networking technology

  • Excellent understanding of LAN & WAN Network topologies, in-depth knowledge of TCP/IP Protocol Suite, LAN/WAN access technologies, Internet Security Architectures and Routing Protocols

  • 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

Desirable Requirements

  • Bachelor's degree

  • Data center experience

  • Knowledge of Linux IOS

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 (https://jobs.dell.com/diversity-and-inclusion) .

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 (https://jobs.dell.com/equal-employment-opportunity-policy-statement) .

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