Enterprise Technical Support Sr. Analyst Job in Oklahoma City, Oklahoma Us
Enterprise Technical Support Sr. Analyst
Oklahoma City, OK
The world is changing, growing, evolving and so is Dell. If you are a self-motivated individual who has a passion for technology, we are looking for you to join our growing Enterprise Solutions team. We strive to focus on areas that drive the biggest impact, applying our culture of operational excellence and measurement, and delivering the ultimate customer experience. We are leveraging what is "Great" about Dell into our organization. Specifically, the position of Enterprise Technical Support Senior Analyst.
Customers drive our business and YOU are the key to that success. You will be part of a dynamic customer-facing team whose challenge is providing technical/service resolutions via multiple channels in a complex software/hardware environment. Our challenge is finding you. To keep ahead of the field we need constant improvement in customer service. That's where you come in.
You will serve as a recognized subject matter expert with expertise, proven experience and thought leadership in the Alternate Operating Systems universe (Linux, remote server software, virtual infrastructures, etc.).
A career in the Dell Enterprise Solutions group isn't just about using your skills... it's about growing your skills. We offer extensive career growth opportunities and ongoing certification training - our team members have transitioned into roles ranging from high level product development support to advanced field deployment and management (as well as most things in between). Along with a competitive salary, our comprehensive benefits/bonus package starts the day you do - there is no waiting period.
That’s what success sounds like at Dell!
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
- 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
- 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
- Review and distribute pertinent cross-functional information (e.g., Sales, Technical Account Managers, Customer Care, External Vendors, etc.)
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 Operating System
- Analytical ability to gather and interpret data; ability to multi-task
- Industry-level certification: LPI, RHCE, VCP or like certification preferred
- 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 http://jobs .dell.com / for more information.
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Dell is an Equal Opportunity Employer. To learn more about our commitment to Diversity Inclusion, visit: Equal Employment Opportunity Policy Statement