Technical Support Engineer 2

Are you a brilliant problem solver who could provide front-line support for a game-changing, enterprise-wide support service? Do you want to be a hero to Dell’s customers by resolving their complex IT issues? Within Dell Services, we are looking for an Technical Support Engineer 2 to join our remote technical assistance team in Bangalore

Company Details: Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We believe in working together to build a brighter future, celebrating the entrepreneurial spirit that lives inside us all, and marrying innovation with action. Dell is proud to offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.

Why Work For Us: Dell is primed to recruit the best and brightest candidates from all across the globe. We take pride in fostering a winning, innovative, inclusive employee culture. We also take calculated risks and we celebrate big victories when they pay off.

Our Employee Value Proposition: Our Culture Code unites us and makes us a great family of companies and a great place to work. It’s how we run the business, go to market, work together and provide inspirational leadership. Our culture code is defined by our values and are made real every day by defining expectations for how we work and how we lead.

Summary: The Technical Support Engineer will be responsible for providing L1/L2 technical and customer support to VxRail customers. You will be responsible for applying basic technical support skills to handle customer incidents and case resolution. You will receive customer requests from Support Centers, directly from Customers or Partners, Internal Employees, Remote Maintenance Calls and/or Chat & Web Support. Requests must be handled quickly and responded to immediately. You may need to escalate or Work with more senior resources to resolve more complex issues.

Role and responsibilities:

• Provide L1/L2 Technical support to ensure post sales customer escalations are prioritized and managed within the customer support framework.
• Customer requests may be received by Support Centers through automated dial-homes, voice initiated technical calls , remote maintenance calls, Chat and Web Support Calls..
• Provide problem determination and resolution for customer issues.
• Integrates customer and VCE business requirements with technical requirements to determine best course of action when resolving customer issue.
• Interface with customer on behalf of Account Manager and Technical Support Personal to collect data in order to perform VxRail  Health Checks , if needed.
• May need to engage or escalate to more senior resources from VMware & L-Dell (Cisco, EMC, VMware) to resolve more complex issues.
• Work on intermediate product platform problems and provide solutions.
• Develop and implement feedback mechanisms for use in preventing future support process breaks down.
• Participate in on internal customer meetings during or post escalation if required.
• As a 24X7X365 organization, shift work, holidays and on-call responsibilities will be required.

Skills Required:

VxRail is seeking Technical Support Engineers to support the VxRail Mid-range product. Support of the VxRail requires skills in the following areas:

• At least 3+ Years previous experience in a Technical Support Role (2nd or 3rd level support) is a requirement for this position
• Strong hands-on experience on Virtualization like Server virtualization, Desktop virtualization, Storage and Network virtualization. Hyper Converged experience will be added advantage.
• Strong experience in Implementation & Administration of ESXi & vCenter
• Strong Knowledge on VMware Networking and concepts like NAT Devices, Bridged etc.
• Virtualization – VMware vSphere – VCP certified and relevant work experience.
• Networking – Nexus switches – CompTIA, CCNA certified or relevant work experience.
• Good knowledge of VSAN, Troubleshooting & Architecture.
• Log analysis and Troubleshooting knowledge of – ESXi, vCenter, PSC.
• Log analysis and Troubleshooting knowledge of – VSAN and VMware Network.
• Compute – Cisco UCS Blade servers / Dell Power Edge/Blades server, Rack mounting, KVM basic knowledge.
• Strong understanding of RAID and should have experience with Data recovery.
• SAN – Basic knowledge of fiber channel switches.
• Basic knowledge on Ethernet switches CISCO MDS, Brocade, Dell etc.

Benefits:

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

Our EVP:

Our Culture Code unites us and makes us a great family of companies and a great place to work. It’s how we run the business, go to market, work together and provide inspirational leadership. Our culture code is defined by our values and are made real every day by defining expectations for how we work and how we lead.

Apply now!

Dell 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. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.

Job Family: Product-Services EngineeringJob ID: R43813