Technical Support Engineer 2

SUMMARY Provides remote technical support expertise in a complex information infrastructure environment with the need to integrate Dell Technologies products and systems with other Dell Technologies and non-Dell Technologies computer systems being operated by customers. Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both Dell Technologies' business operations and the business operations of Dell Technologies customers. ACCOUNTABILITIES Applies technical support expertise to resolve customer issues Responsible for providing telephone, email, chat and remote diagnostic technical support of assigned products Works closely with peers and internal subject matter experts to increase knowledge and resolve customer issues Identifies and provides resolutions to technical problems Uses trouble-shooting tools, content and analytical practices to help determine best way to resolve identified and unidentified problems Responds to incoming contacts which are SLA bound, related to Dell enterprise hardware, peripherals, applications, networking and its associate products. Assists customers by diagnosing problems and providing resolutions for technical and service issues. Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in dispatching services/parts Assumes complete ownership of customer issue until resolved involving multiple inbound and outbound communications; owns the issue and engages/collaborates with multiple resources. Documents problems, diagnostics, interactions, next steps, and solutions implementation in a CRM tool Provides timely response to customer escalations with appropriate notification to all required EEC staff (IM, TCSM, Tech Leads, Team Managers) Performs required case management functions as related to assigned TCSM including the written summaries of outcome((RCA/PIR)). Maintains proficiency of Dell's Enterprise product line and service offerings along with current industry products and technologies. Focuses on delivering a best-in-class customer experience according to Dell standards. Participates in and contributes to initiatives that improve overall product/report quality. Proactively contributes to increasing team efficiency by sharing knowledge, providing feedback about best practices, writing tools / utilities. Complies with work schedule adherence to ensure overall service level agreements are achieved.