Enterprise Technical Support Sr. Analyst Job in Not Specified, Oklahoma US
Enterprise Technical Support Sr. Analyst
Principal Duties and Responsibilities Work on highly complex customer technical issues utilizing sound judgment in order to resolve problems and provide recommendations with little or no involvement from management Devise creative and innovative approaches where established criteria do not exist Make significant decisions having considerable impact on normal operations, profitability, and/or reputation of Dell Provide telephone/email and remote diagnostic technical support of Dell Enterprise environments Verify warranty/support entitlement and determine appropriate action Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct failures Document problems, diagnostics, interactions, next steps, and solutions implementation in the solution support database Demonstrate case management skills for each customer/case by managing timelines, complexity, and communications; proactively involving escalated resources as needed; following up with customers to ensure a total solution to their technical issues has been achieved - complete ownership of issues from beginning to resolution Escalate issues, as appropriate, to the respective group for higher level technical support Assist customers by diagnosing problems and providing resolutions for technical and service issues Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions Identify and provide input on unique or recurring customer problems Utilize training to remain knowledgeable of Dell's product line, processes, policies, current products, and new server-based solutions in order to expediently resolve customer issues Focus on delivering a positive customer experience according to Dell standards Monitor and track issues to ensure accurate resolution Be involved in revenue generation activities with current Dell customers Review and distribute pertinent cross-functional information (e.g., Sales, Technical Account Managers, Customer Care, External Vendors, etc.) Be able to effectively communicate through verbal and written means Maintain dependable attendance as a requirement of the job Qualifications Qualifications Working knowledge of standard industry server hardware Basic knowledge of Dell Enterprise Hardware used in both Server and Workstation systems Competent knowledge of at least one of the following alternate operating systems: Linux, Novell, Xen, VMware and moderate knowledge of Microsoft Operating System (Primarily VMware) Analytical ability to gather and interpret data; ability to multi-task Excellent customer service and communication skills (both verbal and written) Industry-level certification: LPI, RHCE, VCP or like certification preferred 1 year recent experience in providing technical support with relevant technologies About Dell Inc. Collaboration. Individual drive. A passion for technology. That's what success sounds like at Dell. It's this dedication to finding unique solutions that has given rise to many of our energy-smart, green initiatives. Sound like something you can get behind? Join our team, and you'll work in a dynamic environment with other motivated, talented individuals who care about protecting our planet. Plus, you'll get the mentoring, support and training you need to succeed on your own terms. Dell offers a competitive Salary and Bonus plan as well as a great Benefit Package. Please visit the About Dell section at www.jobs.dell.com for more information "DCAM1" "CBAM1" "MOAM1" Dell is an Equal Opportunity Employer To learn more about our commitment to Diversity Inclusion, visit:Equal Employment Opportunity Policy Statement