Dell Specialist, Enterprise Technical Support (MYSG) in Bayan Lepas, Malaysia
Daily: a front-line position who provides timely response to customer issues, using all Dell resources to quickly and accurately diagnose, troubleshoot, and repair customer's servers or escalate to the appropriate team.
Daily/Weekly: Actively support the customer in problem resolution by
Answering customer communications in a timely fashion
Identify and resolve issues affecting customers' Servers, Storage , EMC
Track the details of changes made and solutions provided to resolve customer issues in the specified tracking tool.
Daily/Weekly: Take proactive role in Technical Support call avoidance by identifying known problems and documenting the resolution in the form of PRDs.
As Required: Maintain/enhance skill levels according to future technology trends.
Daily/Weekly: Maintain customer database to ensure customer information is up to date and accurate:
Detailed description of the problem
Detailed steps for resolution
Degree in Computer Science / IT related discipline with at least 2-3 years related working experience.
2-3 years experience in call center environment
Intermediate server hardware knowledge (including SCSI, RAID, I/O topology , backup ); A+, MCSE, CCNA, RHCE certification desired.
Basic networking knowledge (including WAN topology, mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions, and network load balancing); Cisco certification desired.
Advanced knowledge of at least 2 of the following: NT, W2K, RedHat Linux, Exchange, SQL, IIS, Proxy, Apache, Squid, SendMail, Clustering, Site Server, ASP, or XML.
Strong language competencies in English