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Dell EMC

Senior Technical Support Engineer - Virtualization

Dell EMC

  • Cork
  • Negotiable
  • Permanent full-time
  • Updated 20/10/2017
  • Human Resources
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Description

The Converged Platforms & Solutions Division of Dell EMC is seeking an experienced Virtualization Support Engineer to join their site in Cork. In this role, you will apply advanced level technical support expertise to resolve highly complex customer issues.

 

The Converged Platform Solution Division (CPSD) of Dell EMC invented converged infrastructure and became a billion-dollar global market leader in under 5 years. With expansion into high growth markets such as Hyper-Converged Infrastructure, PAAS and IAAS, CPSD is leading the charge once more as customers look for strategic partnerships to help them digitally transform. We have evolved our strategy to have the industry's broadest CI/HCI portfolios from Blocks, to Racks and Appliances.  

As part of Dell EMC, we are innovating at increased speed to deliver on speed to value implementations of IT transformation for our customers. We are investing in people who are as Software Engineer and enjoy the challenge of building a career within a dynamic and evolving global technology organization- bring your ideas, creativity and ambition to CPSD. Success happens here and we want you to be a part of it.

Apply advanced level technical support expertise to resolve highly complex customer issues. Customer requests may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Partners, CPSD employees, remote maintenance calls, Chat and Web Support Calls. Accept escalated requests from other technical team members as the subject matter expert. Use independent judgment to accomplish objectives.

Work closely with engineering and cross-functional POD team in resolving customer issues. Identifies and provides resolutions to a diverse range of complex technical problems. Provide problem determination and resolution for customer issues. Develop and implement resolutions to identified problems, and follows standard practices and procedures. Identify and document with management to proactively revise current procedures and tools to improve customer satisfaction.

May need to engage or escalate to more senior resources to resolve more complex issues. Will be expected to develop and participate in solutions based VBlock training and problem resolution skills development. Develops broad knowledge of the organization’s mission and strategy and relates it to day-to-day issues.

Responsibilities:                                                                                          

  • Applies advanced platform and technical expertise using standard operating and diagnostic procedures to resolve standard level issues.
  • Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution.
  • Contributes to centralized problem identification and resolution database may provide senior or expert level tasks similar to Engineering for assigned products or skills.
  • Understands and leverages CPSD’s technical communication structure. Sphere of influence extends well outside of the department. May be asked to participate in virtual team training and product knowledge sharing meetings.
  • Will participate in the creation and maintenance of eService applications such as Chat, Knowledgebase content, Support forums, etc. Regularly submits content to the knowledge database.
  • Validates technical information and issues early warnings and disseminates information as needed.

As a 24X7X365 organization, shift work, holidays and on-call responsibilities may be required as well as occasional travel to customer sites.

Desired Skills & Experience

CPSD are seeking Technical Support Engineers (aka VBlock Platform Support Engineers) to support the VBlock platform.

  • At least 3-5 years previous experience in a Technical Support Role (2nd or 3rd level support) is a requirement for this position
  • Intensive training will be provided

Support of the VBlock requires skills the following areas:

  • For this particular role, extensive experience supporting VMWARE Virtualization

Experience in supporting following technologies would be a distinct advantage however not essential;

  • Virtualization – VMware vSphere – VCP certified or relevant work experience
  • Backup and Recovery products – knowledge of Avamar, Data Domain or Vplex would be a distinct advantage
  • Compute – Cisco UCS Blade servers – DCUCI certified or relevant work experience
  • Storage hardware – EMC Storage products, e.g. NAS, VNX or VMAX
  • Storage software – Powerpath, UIM/P, Solutions Enabler, SMC
  • SAN – Excellent knowledge of fiber channel switches, CISCO MDS 

Ref: 188383
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