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Dell

Republic of Korea (South Korea)

Entry-Level Enterprise Technical Support Engineer

The Programme 

As a Technical Support Engineer, you possess a proven aptitude for learning new technologies and constantly progressing your expertise, in a proactive, self-driven manner. You are highly analytical and methodical while working to solve product and network problems of medium to high complexity. As part of this customer-facing role, you will work closely with our Engineering team and impact product development. 

What You Will Do 

  • Responsible for providing telephone, email, chat and remote diagnostic technical support of server (x86), network, storage and various software applications (Windows, VMWare, Exchange, Oracle, Netware, etc.).
  • Applies basic knowledge of servers and networks to field non-critical incidents, problems and recurring requests received from enterprise level customers by following documented Standard Operating procedures.
  • Prioritizes daily activities based on complexity and escalates the major or critical issues to next level.
  • As a 24x7x365 organization, shift work, holidays, weekends and on-call responsibilities may be required (Normal work hour is from 9 to 6, and shift work for evening/night may be possible for about 2 months of the year).
  • Document relevant information and ensure that the customer is communicated with in a timely manner regarding the overall progress of their issue. 

Required Skills and Abilities 

  • Degree in Computer Sciences/Information Technology related discipline or any other related field.
  • Possesses understanding and technical ability for Servers/Storage/Networking.
  • Basic level of understanding for computer hardware (CPU, Memory, RAID and so forth).
  • Excellent communications skills (verbal/written).
  • Teamwork oriented person.
  • Ability to work under pressure with calmness and composure.
  • Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills.
  • Ability to demonstrate sense of urgency regarding customer reported issues.
  • Strong problem-solving and trouble-shooting skills using operational and diagnostic procedures.
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