Technical Support Analyst NO-SE-FI-DK

Where: Dublin (Ireland)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers for Nordic languages

Key Responsibilities:

  • Delivery of ProSupport service to DellEMC enterprise customers
  • Actively supports the customer in all aspects through to problem resolution keeping customer informed throughout life of incident
  • Identifies and resolves issues affecting customer’s servers, utilizing the tools available and resourcing necessary support staff
  • Clearly and concisely logs and tracks details of solutions provided to resolve customer issue and maintains and updates customer database
  • Responsible for following defined policies & procedures (e.g. verifies warranty entitlement, etc.)
  • Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures
  • Documents problems in the support solution database for diagnostics and solution implementation

Essential Requirements:

  • Fluency in Nordic language & English
  • Proven analytical troubleshooting ability
  • 6 months+ technical support experience
  • Proven ability to work in a team managing multiple key performance indicators and delivering service level agreements
  • Proven ability to deliver world class customer service in a busy work environment

Desirable Requirements:

  • Certification in a relevant technology (CCNA, VCP, Server + etc)
  • Familiarity with Dell Poweredge Server technology
  • Third level I.T. related qualifications
  • Experience delivering phone based support to enterprise level customers
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