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title:
proven track record in managing multiple escalations with effective follow-up/follow-through and timely documentation.provides advanced techincal supoprt in a case based management environment possessing excellent cusotmer service skills and the abiilty to make sound, informed decisions. asp, sendmail, apache, squid, site sevrer, w2k, exchange, proxy, or xml, sql, redhat linux, iis, )
advanced knowledge of networking (including wan topology, mixed lan/wan operating system environments, dns/wins/dhcp, firewall solutions and network load balancing)
excellent working knowledge of at least 1 and advanced knowledge of at least 2 of the following: nt, clustering.
principle duties and responsibilities
provides timely response to customer escalations with appropriate notification to all required support centre staff (tams, management, smts)
actively supports the customer in all aspects through to problem resolution keeping customer informed throughout life of incident.and abilities
special consideration given to multilingual candidates,
knowledge, skills.
excellent knowledge of server harwdare (including scsi, raid and i/o topology); a certification desired.enterprise technical support sr.
performs required case management functions as related to assigned tam including the written summraies of outocme(s).anaylst
loctaion: irealnd
enteprrise technical support seinor anaylst
respnosible for the ovearll customer satisafction of dell server hardware and proudcts.
ability to work shfit(s) and/or provide on-call coverage on a rotating schedule that includes evenings and/or weekends.)
experience
relevant experience in a similar role.
clearly and concisely logs and tracks details of solutions provided to resolve customer issue maintaining and updating customer database (dellserv; omni; cedps) to ensure customer information is current and accurate.serves as escalation point for customers with advanced network operating systems(s) and network application(s).
excellent customer focus.
excellent communication skills
education / certification
relevant industry certifications (mcse; ccna; cne; etc.interfaces with technical account managers and sales serving as a point of contact in areas of expertise.
basic working knowledge systems management (vinca,hpov,caunicenter,tivoli, tng,marathon)
proven track record in maintaining and enhancing skill(s) level(s) according to future technology trends.etc, clustering,
excellent knowledge of storage hardware (including fibre channel.
identifies and resolves issues affecting customer\'s servers, ecns and psqns and resourcing necessary support staff (tams; smes; ips), utilizing prds.
attends required technical training sessions and makes effective use of assigned lab time.
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