Dell

Technical Support Engineer 2 - PowerEdge XE - Hopkinton, Massachusetts

Dell$74K — $96K *
Technical Services
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Strong knowledge of Dell PowerEdge servers
  • Fundamental knowledge of PowerEdge XE servers
  • Experience with Linux environments (RHEL and Ubuntu)
  • In-depth troubleshooting skills
  • Familiarity with Dell and vendor diagnostics utilities
  • Customer-facing experience in high-pressure settings
  • 3-5+ years of technical support experience

Responsibilities

  • Take ownership of customer-reported technical issues
  • Document and communicate issue progress to customers
  • Resolve issues by collaborating with Engineering and multi-functional teams
  • Provide feedback to Engineering to enhance product quality
  • Ensure respect and satisfaction for all customer interactions
  • Drive operational excellence through effective problem resolution

Benefits

  • Opportunity to work in a fast-paced, customer-focused environment
  • Engagement in improving support processes and standards
  • Possibility of making a meaningful social impact
  • Collaboration with diverse teams
  • Exposure to advanced technical challenges
Full Job Description
Job Description

Technical Support Engineer 2 - PowerEdge XE- Hopkinton, MA

Join us to do the best work of your career and make a profound social impact as a Senior Technical Support Engineer on our Solutions Support as a Service team supporting PowerEdge XE servers in Hopkinton, MA.

What you'll achieve

As a Senior Technical Support Engineer for Technical Support in the XE space, you will resolve complex technical issues with our XE portfolio in a fast-paced, customer critical environment, working on improving processes, standards and strategies to perfect our Support Services.

You will:
  • Take ownership of technically sophisticated customer-reported issues from web, phone, chat and email and work closely with the customer until complete resolution
  • Document relevant information and ensure the customer is communicated with in a timely manner regarding the overall progress of their issue
  • Resolve customer issues, working closely with the Engineering, SE and other multi-functional teams
  • Provide qualified information to Engineering so they can improve product quality and reliability
  • Make sure customers are treated with the highest degree of respect and drive operational excellence through quality closures

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here's what we are looking for with this role:

Essential Requirements
  • Strong knowledge and understanding of Dell PowerEdge servers,
  • Working fundamental knowledge of PowerEdge XE servers
  • Comfortable working in Linux environments (RHEL and Ubuntu).
  • In depth troubleshooting knowledge
  • Good understanding of Dell and vendor diagnostics utilities and their application
  • Customer facing experience and the ability to work in a high-pressure environment
  • 3-5+ years of technical support experience


Desirable Requirements
  • Bachelor's degree


Compensation

Dell is committed to fair and equitable compensation practices. The salary range for this position is $74,000 - $96,000.

About Dell

EMC2 provides critical engineering services for municipal and commercial setors. They delivers geotechnical engineering related to soil behavior and soil properties, as well as recommendations of design parameters and design of structures considering soil-structure interaction. Their services include geotechnical analysis and design, field exploration, testing and construction observation services.

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Learn more about Dell
Size
133,000 employees
Market Cap
$28.2 billion
Industry
Net Income
$3.2 billion
Founded
2012
5 Year Trend
+10.2%
Revenue
$94.2 billion
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