Gold Storage Analyst (Ref 06000L2Z)
(Others - Dublin EMEA Enterprise Expert Centre,Ireland)
Responsibilities:
Responsible for overall customer satisfaction of Dell server and fibre channel storage customers. Serve as the escalation point for customers with advanced network operating system and network application, and storage issues in a SAN/NAS environment. Provides advanced technical support in a case based management environment processing excellent customer service skills and the ability to make sound, informed decisions. Interfaces with TAMs and Sales serving as a point of contact in areas of expertise.
Principal Duties and Responsibilities
* Provides timely response to customer escalations with appropriate notification to all required EEC staff (TAMs, Management, SMTs)
* 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 PRDs, ECNs and PSQNs and resourcing necessary support staff (TAMs; SMEs; IPS).
* Clearly and concisely logs and tracks details of solutions provided to resolve customer issue maintaining and updating customer database (DellServ; OMNI; CEDPS) to ensure customer information is current and accurate.
* Performs required case management functions as related to assigned TAM including the written summaries of outcome(s).
* Attends required technical training sessions and makes effective use of assigned lab time.
* Ability to work shift(s) and/or provide on-call coverage on a rotating schedule that includes evenings and/or weekends.
* On-site travel may be necessary to identify and resolve customer escalations requiring up-to-date passport.
Requirements:
Knowledge, Skills and Abilities
* Special consideration given to multilingual candidates.
* Fluency in English and one of the following:
o German, French, Italian, Spanish, Swedish, Dutch, Russian and Turkish
* Excellent knowledge of server hardware (including SCSI, RAID and I/O topology); A+ certification desired.
* Excellent knowledge of storage hardware (including Fibre channel, clustering, etc.)
* Advanced knowledge of networking (including WAN topology, mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions and network load balancing)
* Excellent working knowledge of at least 1 and advanced knowledge of at least 2 of the following: NT, W2K, RedHat Linux, Exchange, SQL, IIS, Proxy, Apache, Squid, Send Mail, Clustering, Site Server, ASP, or XML.
* Basic working knowledge systems management (Vinca, HPOV, CAUnicenter, Tivoli, TNG, Marathon)
* Proven track record in maintaining and enhancing skill(s) level(s) according to future technology trends.
* Proven track record in managing multiple escalations with effective follow-up/follow-through and timely documentation.
* Excellent customer focus.
* Excellent communication skills.
Education/Certification
* Relevant industry certifications (MCSE; CCNA; CNE; etc.)
* University Degree or equivalent in either an IT or business discipline.
Experience
* Four to five years equivalent experience.
For more information on Dell, the Expert Centre in Dublin other technical roles and what Dell has to offer you in terms of career opportunities please log on to www.dell.ie/enterprise
Please note for all overseas candidates DELL provides relocation assistance and where necessary a work permit.
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