Enterprise Technical Support Sr. Analyst

The Enterprise Technical Support Sr. Analyst position is an L1 frontline position within Dell’s rapidly growing Services group.  The selected candidate will support the Dell SecureWorks EMS email continuity and AlertFind notification products.  

We are looking for individuals with the skills and confidence to field incoming calls and emails from customer L2/L3/Operations teams and assist them with all aspects of our Cloud based solutions using their own personal experience, Dell product documentation, our internal knowledge base, product related training and peer team member assistance. 

Responsibilities:

• Field incoming calls and emails from customer L2/L3/Operations teams (no end-user support)
• Work with customers to resolve high complexity technical issues using documented support procedures, product training, and peer assistance
• Accurately log and track incidents using support tools
• Assist customers to activate or use Dell SaaS products in business email continuity events or mass notification alerting
• Identify opportunities to grow the customer relationship and help them to take optimal advantage of their subscribed solutions

 Qualifications

• 2 years of professional experience in the IT, telecommunications and/or business continuity industry
• DNS experience with Windows Server (Name/IP resolution, Lookups, Troubleshooting)
• Able to effectively interpret an email header and troubleshoot email routing
• Understanding of MS Exchange Server roles, topology, mail routing, and troubleshooting
• Must be able to properly set customer expectations and meet the expectations that have been set
• Understanding of current trends and vendor capabilities in messaging & collaboration including e-mail, mobile messaging, and unified communications
• Excellent written, documentation and verbal communication skills are required
• Strong customer service orientation with both internal and external customers
• Well-developed ability to manage multiple tasks, projects and deadlines simultaneously in a fast paced environment

Pluses

• Certification or equivalent demonstrated technical proficiency in one or more of the following: Microsoft Exchange 2007 or 2010 Administration
• Experience administrating Blackberry Enterprise Server (BES)
• Experience with Emergency Response Planning (ERP) or Disaster Recovery Planning (DRP)
• Experience with Cloud based, hosted, or Software-as-a-Service (SaaS) solutions are highly valued
• Familiarity with telecommunications technology including VOIP, Mobile, SMS, and Text-To-Speech
• Must be able to work in a dynamic customer support environment and deliver superior customer service

About Dell:

Collaboration. Individual drive. A passion for technology. That's what success sounds like at Dell. It's this dedication to finding unique solutions that has given rise to many of our energy-smart, green initiatives. Sound like something you can get behind? Join our team, and you'll work in a dynamic environment with other motivated, talented individuals