Dell Compellent Enterprise Technical Support Analyst Job in Eden Prairie, Minnesota Us
Responsible for providing telephone/email/chat and remote diagnostic technical support of servers, storage, switches, routers, blades and various software applications (Windows, VMWare, Exchange, Oracle, Netware, etc.). Answers questions about installation, operation, configuration, customization, performance, and usage of assigned products. Verifies warranty entitlement and determines appropriate action. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation. Provides basic remote deployment, maintenance and consulting services.
· Knowledge of basic principles, methods, technologies and practices of a professional/technical field.
o Apply a basic understanding of the underlying principles of a professional discipline -typically obtained through formal study.
· General knowledge of procedures and activities within own work area.
o Ability to relate actual day-to-day work to business priorities.
· Focused on learning the key aspects and duties of the job being performed
· Applies research, information gathering and analytical skills.
o Selects appropriate alternatives from defined options.
o Collects required documentation; verifies conformance of documents with standards.
o Assesses accuracy of detailed information.
o Tracks, maintains and produces regular and ad hoc reports.
· Handles detailed, structured problems.
o Identifies roadblocks to task completion and effectively brings them to leadership for resolution.
o Generally uses existing procedures to resolve standard problems.
· Works on assignments where judgment is required a majority of the time.
· Works under general direction, seeks assistance as needed.
o Completes work in accordance with accepted practices within field.
o Establishes approaches for completing assignments.
· Independently gathers information.
o Adjusts to multiple demands and shifting priorities; accepts responsibility for results of actions.
· Works with team to support achievement of project milestones and deliver on internal and/or external commitments.
· When assigned to a customer team, supports small project teams or specific components of a customer engagement.