At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.

Join us as a Technical Support Engineer on our Product Services team in Chennai to do the best work of your career and make a profound social impact.

What you’ll achieve?
As a Technical Support Engineer, you will work with highly skilled technical advisors to develop and deliver solutions that enable customers to maximize returns on IT investments, drive efficiencies and reduce costs.

You will:

• Provide Technical support to Dell customers and partners via phone, email, or chat.
• Support associates, answer questions about installation, operation, customization, performance, and usage of Dell CCC/Wyse products (Thin Clients).
• Applies technical knowledge to analyze and use highly technical troubleshooting tools, content and analytical practices; uses operational and diagnostic procedures to resolve issues
• Effectively communicates procedural and technical issues to internal and external customers in a fast-paced and customer critical environment
• Assumes complete ownership of customer issue until resolved involving multiple inbound and outbound communications; owns the issue and engages/collaborates with multiple resources
• May triage unresolved software issues according to department procedures and answer technical questions, resolve or escalate problems
• After training/learning period, manages own schedule of cases, which includes determining priority levels and sometimes will include negotiating and setting expectations with customers
• Maintains/builds relationships with other groups that impact the technical aspect for support services (e.g. tool content teams, product group)​​

Essential Requirements:

• Should have good knowledge in Virtualization, Server Administration, Cloud concepts & Networking
• Microsoft Server OS 2003/2008/2012, SQL Server
• VMware – VMWare View (VCA/VCP is a plus), Virtual Machine Management, VM Storage, VM Networking
• Good knowledge of TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SNMP, FTP, TFTP)
• Citrix – Citrix XenApp & XenDesktop (CCEA is a plus)
• Strong written/verbal communication & interpersonal skills
• Night shifts (EST / PST)
• BE/BTech with 1 – 3 years Technical Support Experience​

Desirable Requirements:

• Strong telephone etiquette skills
• Knowledge of products, customer service, policies and procedures
• Problem-solving skills
• Ability to work in a high-pressure environment