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Dell



Client Technical Support Specialist - Client HC Resolution Team

Austin, Texas Area, US - Computer Hardware, Computer Software, Information Technology and Services

Job Description



Responsible for providing telephone support for a variety of Dell Client Hardware and Software (Latitudes, Optiplex, Precision Workstations, Window 7, Windows 8, Linux, DBRM, RAID). Answers questions about installation, performance, configuration, customization and advanced usage of Dell Client products and Technology. Expected to verify warranty and entitlement to determine the appropriate support for the hardware or software. Apply different diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Document known issues and solutions for issues to provide to the support team and solutions database. Provide remote deployment and consulting services for a variety of different software.



Duties/Responsibilities:



• Own and monitor customer issues from beginning until resolution



• Analyze troubleshooting steps and data to provide recommendations on future troubleshooting and needed capabilities



• Analytical capabilities and understanding of Tableau toolkit



• Partner with Oracle Knowledge content creation team



• Interface with multiple groups (e.g., Sales, Resolution Managers, Customer Care, etc., Engineering) to provide necessary information to provide the best support experience for the customer



• Use Advanced troubleshooting techniques and tools to identify defective hardware and provide applicable service based on entitlement and warranty



• Assist customers with diagnosing problems and providing resolutions for software and service concerns



• Advise and educate customers with correct procedures to obtain their technical goals (e.g., providing documentation, answering technical questions)



• Provide input, recreate, and identify unique or reoccurring customer issues



• Stay up to date and knowledgeable on Dell's offerings including the hardware and software offerings



• Actively pursue certifications and education



Qualifications Qualifications:



Education/experience requirements:



- Two to Eight years of relevant experience or an equivalent combination of education and work experience



- Undergraduate degree and 2-4 years relevant experience.



Relevant/preferred certifications are a plus:



- Microsoft Certified Professional



- CompTIA (Network+, Security+, Linux+, CCNP, CCNA, ASCP, MTA, MCSA, MOS)



Dell is an Equal Opportunity Employer To learn more about our commitment to Diversity & Inclusion, visit: Equal Employment Opportunity Policy Statement



No salary provided



Posted January 23, 2015 at 07:13AM from LinkedIn http://ift.tt/1yBEALV

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