in Cork

Technical Support Sr. Advisor - VxRail

Cork

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Technical Support Sr. Advisor on our Enterprise Technical Services team in Cork.

We go out of our way to give our customers the help they need. Our Enterprise Technical Support team specializes in our most highly technical and sophisticated products – from IT hardware and software to servers, networking, storage and the cloud. Issues can span installation, operation, configuration, customization, performance and usage. Fully trained on the latest upgrades or new products, the team can diagnose the problem and recommend the right solution remotely by telephone, e-mail, chat or online.  

Key Responsibilities

The successful candidate will apply systems-level technical expertise to resolve customers’ issues with Hyperconverged Infrastructure and Solutions. Issues may be received through automated dial-homes, voice initiated technical calls from Dell EMC customers and customer engineers, or remote maintenance calls and Web Support Calls.

• Applies technical expertise using standard operating and diagnostic protocols to resolve standard to highly-complex system level issues
• Accepts escalations from other technical team members as a subject matter expert, shaping group operations with depth of knowledge. Works closely with Engineering and other technical business units to increase knowledge and resolve customer issues
• Mentors others by providing validated technical information, support process instructions and special support requirements; Responsible for sharing all acquired knowledge relating to problem resolution and regularly submits content to the knowledge database
• Monitors and tracks all service calls, provides call status updates at regular intervals  and communicates status to customers using Call Tracking Databases
• May need to engage and work with other teams across Dell Technologies to resolve more complex 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
• As Dell|EMC Support is a 24X7X365 organization, shift work, holidays and on-call responsibilities will be required

Essential Requirements

• At least 8 years’ experience in a technical support role (2nd or 3rd level support)
• Networking
  • Proven ability to understand and troubleshoot networking issues, including knowledge of technologies such as vLAN, SNMP, DNS, NTP, LACP
  • Familiarity with Cisco switches – configuration, administration and network management
• Detailed knowledge of some/all of the following: VMware vSphere, vSAN, ESXi, NSX
• Linux administration and troubleshooting
• Ability to research and recommend performance improvements for the customer’s IT network infrastructure environment
• Excellent analytical and problem solving, researching and documentation skills.
• Ability to work in a team environment.

Desirable Requirements

• Familiarity with Dell PowerEdge Servers – administration and troubleshooting
• CCNA, CCNP, VCP, VCAP, Redhat, Dell certifications

Benefits

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

Apply now!

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell .