Technical Support

　　Why do Dell Technologies customers remain Dell Technologies customers? It's because of our consistently high levels of customer service. Our IT Technical Support team is the focal point of this commitment. We provide technical support and training to PC and PC network users. Known for our versatility across the technical spectrum, we use hardware and software tools to solve problems while supporting, installing and maintaining PCs, LANs, server hardware, operating systems, software and related-IT sanctioned peripherals.

　　Join us to do the best work of your career and make a profound social impact as a Technical Support on our Technical Support Team in Bayan Lepas Penang.

　　What you'll achieve

　　As an IT Technician, you will install and maintain hardware and software systems and support smaller user groups, providing positive customer experience with each interaction.

　　Principal Responsibilities

　　Responds to incoming contacts which are SLA bound, related to Dell enterprise hardware, peripherals, applications, networking and its associate products.Assists customers by diagnosing problems and providing resolutions for technical and service issues.Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in dispatching services/partsAssumes complete ownership of customer issue until resolved involving multiple inbound and outbound communications; owns the issue and engages/collaborates with multiple resources.Documents problems, diagnostics, interactions, next steps, and solutions implementation in a CRM toolProvides timely response to customer escalations with appropriate notification to all required EEC staff (RMs, TSMs, SMTs, SPSPEs, SPEs, Tech Leads, Team Managers)Performs required case management functions as related to assigned TSAM including the written summaries of outcome((RCA/PIR)).Maintains proficiency of Dell's Enterprise product line and service offerings along with current industry products and technologies.Focuses on delivering a best in class customer experience according to Dell standards.Participates in and contributes to initiatives that improve overall product/report quality.Proactively contributes to increasing team efficiency by sharing knowledge, providing feedback about best practices, writing tools / utilities.Complies with work schedule adherence to ensure overall service level agreements are achieved.

　　Essential Requirements

　　Ability to demonstrate sense of urgency regarding customer reported issues.Excellent telephone and customer handling skills .Excellent analytical and logical thinking skills.Ability to work under pressure.Ability to deal professionally with demanding customers.Ability to learn processes & procedures, new products and technologies.Exceptional verbal and written communication skills, with proven experience interacting with a range of personalities and styles, to establish effective relationships at all levels of the organization.Ability to work shift(s) on a rotating schedule that includes evenings, weekends, holidays.As a 24x7x365 organization, ability to work shifts on a rotating schedule that includes holidays and weekends is a must.Applicants require to work in Bayan Lepas, Penang at least 2 years

　　Desirable Requirements

　　New graduate (less than a year) in Computer Sciences / Information Technology degree related discipline Understanding and technical ability for Servers/Storage/Networking will be advanced but not requiredIndustry qualifications: CompTIA Server+, MCSE, VCP, CCNA good to have but not require

　　Who we are

　　We believe that each of us has the power to make an impact. That's why we put our team members at the center of everything we do. If you're looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we're looking for you.

　　Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.

　　Application closing date: 31 December 2023

　　Dell Technologies is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. Read the full Equal Employment Opportunity Policy here.

　　Job ID:R229738

　　Dell's Flexible & Hybrid Work Culture

　　At Dell Technologies, we believe our best work is done when flexibility is offered.

　　We know that freedom and flexibility are crucial to all our employees no matter where you are located and our flexible and hybrid work style allows team members to have the freedom to ideate, be innovative, and drive results their way. To learn more about our work culture, please visit our locations page.

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