Technical Support Engineer 1
National Insurance Housing
Panama City, Panama
hace 6 días

Responsibilities

  • Respond to customer technical problems / issues related to hardware and / or software via e-mail, chat and phone.
  • Apply diagnostic / troubleshooting techniques to identify problems, investigate causes and recommend solutions.
  • Monitor and track issues to ensure accurate resolution.
  • Use our knowledge databases to help identify products that have known issues and follow guidelines to help our service calls / contacts.
  • Document problems in our solutions databases to create troubleshooting foundations for future diagnostics.
  • Advise / educate customers within our guidelines to ensure a complete solution to their technical or service questions.
  • Focus on delivering a positive customer experience according to Dell standards.
  • Actively involved in revenue generation activities with current Dell customers.
  • Provide direction / coaching to less experienced team members.
  • Essential Requirements

  • Competent Certifications on Servers, Networking and Troubleshooting and / or 2 to 4 years of relevant experience.
  • Experienced telephone / Chat / Email skills
  • Good Time Management and Effective Prioritization
  • Investigates and Solves problems for Enterprise level customers with challenging expectations
  • Working research and analytical skills
  • Excels at tolerance for processes and people.
  • Desirable Requirements

  • BS Degree on Computer Engineering or similar area (can be replaced by 2 years of equivalent / relevant experience)
  • Hold at least one valid, non-expired certification from the following list : MCSA (Microsoft Certified System Administrator);
  • LPI C1 (Linux Professional Institute C1); VMWare Certified Professional; RHCT (Red Hat Certified Technician); Server +; Network +;
  • Proprietary HW vendors, CCNA, HPUS, Solaris, AIX, EPP, etc., certifications will be considered a plus.
  • Experience with Enterprise-range solutions (Servers, Networking / Switches, RAID), doing administration, deployment and / or support.
  • Deep knowledge of -at least- one Server class Operating System (i.e. MS Windows, RedHat / SuSE Linux, VMWare, Solaris, AIX, NetWare, 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.

    If you want to be at the leading edge of technically challenging customer support, this is your opportunity to develop with Dell.

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