Dell
International Product Support Senior Engineer
Shanghai City, China, CN - Information Technology and Services
Role Overview：
- The responsibilities for this position include providing the engineering level of support for Dell products to the regional tech support organizations in the whole Asia Pacific and Japan to solve the customer technical issues and to work with other organizations within Enterprise Solutions Group on the product defective related issues to provide fix/workaround.
- He/she would conduct technical problem diagnosis, problem reproduction, development of technical solution and communication of status and resolution.The successful candidate may need to work on the escalations coming from Americas and European countries hence the ability and willingess to be more flexible on working hours is important to this role.
Role Responsibilities:
- This position also provides support in new product development and the sustaining work for the shipping products. The engineer will provide "Voice of the Customer" to the project core team and estimating potential customer impact on each technical issue.
- The successful candidate needs to have a strong mindset on "Every Issue is an Opportunity" so that the similar problem can be prevented in the future. If he/she believes that the issues found out during the product development phase will have a bigger impact to the customers, he/she needs to help driving for the issues closure before product launch.
Qualifications :
Requirements:
- Degree in Engineering/Computer Science. Those without degree but with strong industry experience will be considered too.
- Corporate customers support experience and familiar with the corporate IT environment.Strong hands on experience on Server, Networking and Storage.
- Experience in dealing with solutions type of issues or providing solutions consultancy to the customers.
- Having good knowledge on virtualization software such as VMware vSphere. In-depth knowledge on major Operating Systems such as Linux and Windows Server 2012.
- Strong understanding of hardware (server arthitecture, motherboard, CPU, hard disk, memory module, video adapter, network card,RAID controller card , PSU etc) and software (OS, Firmware and BIOS). Certain knowledge on enterprise software such as Exchange Server, IIS and Apache is a plus.
- Knowledge of Microsoft Unattended Installation (RIS, SysRep, SCCM, WINPE), Remote Wake Up (PXE-boot / WOL) and System Management software.
- Good interpersonal skills and team player.
- Strong verbal and written communication in English is a must; technical writing skill will be an added advantage.
- Possess logical and systematic problem solving approach.
- Detail-oriented with attention to product quality.
- Ability to manage multiple programs/projects simultaneously.
- Strong working relationship with development, sustaining and other engineering teams. Able to work with Sales colleagues to win customers.
- Those without technical/customer support experience but having strong engineering background and are seeking the opportunity to switch toward a more customer oriented role are encouraged to apply too.
Dell offers:- Opportunity to work with a strong brand at one of the world"s largest IT solutions providers
- Dynamic, challenging, international work environment
- Exciting internal career opportunities
- Competitive compensation
- An individual professional development plan
- Formal and informal training
No salary provided
Posted February 27, 2015 at 03:41AM from LinkedIn http://ift.tt/1BFn8JM
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