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as part of the solutions support team (sst) you will be responsible for the overall customer expeirence (ce) of dell\'s enterprise customers. virtualisation, networks & security and databases, offering the highest level of techincal support and remote advisory services to dell\'s enterprise customer base on high-end/high value-add enterprise solutions/technologies including messaging, enterprise technical support advisor
location: irl-dublin
we have an unrivalled opportunity for an experienced enterprise solutions support analyst to work in our emea prosupport enterprise expert centre, back-up/recovery & archiving, operating systems.
actively supporting the customer in all aspects through to problem resolution while keeping the customer informed throughout life of the incident (s).no other centre offers you such a high level of exposure to such a lagre enterprise client base and the associated enterprise solutions and technologies.
act as a trusted advisor to the management team on the technical front.either through the sst academy, the delivery of workshops and/or high priority critical situations & severity 1 escalations that required multiple departmental collaboration to bring isuses to successful resolution
fluency in english and the ability to speak any of the following languages is a must - french or german,
ideally internal candidates will have fostered and developed a relationship with sst subject matter experts and product specialists.
your skills and qualifications will ideally include:
fvie to six yeras relveant indsutry experience and knoweldge with relveant indsutry certifciations as litsed beolw.
co-ordianting resoruces to reslove technical issues and turn aruond strianed relatinoships at large high proifle accuonts in both pre and post-sale stgaes.
ability to build effective technical relationships with vendors and colleagues on remote sites to support a learning environment and aid knowledge transfer
proven track record in maintaining and enhancing skill(s) level(s) according to future technology trends, and achieving industry certifications on a continuous basis
ability to deliver a superior customer experience of 95% satisfaction rate.vmware, w2k8, ms exchange, citrix xenserver, iis, redhat enterprise linux or suse linux enterprise server, active directory, sql,
advanced knowledge of at least two and expert knowledge of at least two of the following: w2k3, clustering, networks & security.
attending required technical training sessions and making effective use of assigned lab time while securing relevant industry certifications.
your main responsibilities will involve:
delivering 2ndtier phone based resolution for advanced software customer escalations through troubleshooting, research, environment replication & identification of workarounds.
industry certifications (mcitp, mcse, mcsa, mcse i, cne, ccna, ccnp, ccsa, ccsp, rhce, rhca, solaris scsa, vcp, vci, commvault administrator/support/engineer)
proven track record in managing multiple escalations with effective follow-through and timely documentation.
interlocking with technical account managers (tams) and regional sales account managers (sams) to address customer issues and queries.
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