Designated Support Engineer 2 - ECS/Atmos - (Cork, Munster, Ireland)

 EMC Deutschland ·  07.03.2018

Why Work at Dell? Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility. Designated Support Engineer 2 - ECS/Atmos Cork Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Designated Support Engineer 2 - ECS/Atmos on our Enterprise Technical Services team in Cork . We go out of our way to give our customers the help they need. Our Enterprise Technical Support team specializes in our most highly technical and sophisticated products – from IT hardware and software to servers, networking, storage and the cloud. Issues can span installation, operation, configuration, customization, performance and usage. Fully trained on the latest upgrades or new products, the team can diagnose the problem and recommend the right solution remotely by telephone, e-mail, chat or online. Key Responsibilities Customer Management: You ‘own’ your customers. Requires a passion for customer and a strong desire to handle a variety of technical and business issues for customer including very basic issues, complex technical issues, and political challenges, and issues that are ambiguous and require identification. Problem / Case Management: You are your customers’ champion. Engage as a single point of contact for any issue with the Isilon product range for the assigned customer(s). MUST be adept at troubleshooting not only product issues, but product issues that arise due to infrastructure, interaction with third party products, hardware issues, training or education issues, etc. Must be comfortable troubleshooting complex, command-line based analysis, able to parse and interpret not only product logs and output, but all OS level output as well. Troubleshooting in a VMWare environment is required. This position requires significant experience in troubleshooting break/fix activities outside of installation and implementation. Communication and Reporting: The DSE is responsible for managing case logs and communications with the customer including the generation and distribution of reports, conducting weekly status calls to assess current issues and operations. Assessment and participation in planning for growth, migration, new product introduction, DR testing, etc. is expected as well. Proactive Support: The DSE will provide proactive guidance on subsequent releases of the all contracted products, working with the customer to determine which releases offer relevant improvements, assisting with upgrade planning as needed. Essential Requirements 6+ years of experience in a support environment Strong LINUX Admin experience Good Storage, NAS, coding knowledge Deep software troubleshooting experience Experienced telephone etiquette skills Significant knowledge of products, customer service, policies and procedures Demonstrates initiative and good judgment in resolving issues effecting customer satisfaction Works effectively and efficiently under time constraints and high stress/pressure environments Desirable Requirements ECS/Atmos product knowledge, ideally in a support environment Benefits We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment. Apply now! 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. Learn more about Diversity and Inclusion at Dell here .




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