Level 1 Technical Support

Job description

Technical Support Engineer 1

Are you a brilliant problem solver who could provide front-line support for a game-changing, client-wide support service? Do you want to be a hero to Dells customers by resolving their complex IT issues?

Within Dell Technical Support, we are looking for a Technical Support Engineer to join our team in Sydney to provide telephone and email assistance for our Australian and New Zealand customers.

Dell provides end-to-end solutions that enable more affordable and accessible technology around the world, empowering people everywhere to do more. You will be part of a collaborative team that believes in honest communication, shares creativity and welcomes different perspectives. There is a winning culture built on a platform of integrity and a spirit of innovation. We will also provide the mentoring, training and opportunities for you to fulfil your ambitions and potential.

Key Responsibilities

·  Provides first-level technical support on Dell supplied products, peripherals and applications
·  Identifies and resolves issues affecting customer client systems
·  Uses troubleshooting techniques and tools to identify technical defects/issues
·  Assumes a proactive role in technical support call avoidance by identifying common problems and documenting resolutions
·  Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident

Essential Requirements

At Dell our employees are seen as the reason customers return to us again and again and therefore the emphasis is on the importance of having great customer service experience for this position.Essential skills and experience include:

·  Good organizational skills
·  Good interpersonal skills
·  Excellent telephone and customer handling skills
·  Ability to work under pressure.
·  Ability to deal professionally with demanding customers.
·  Ability to learn new products and technologies.

Desirable Requirements:

Working knowledge of all software currently shipped with Dell client products with advanced knowledge of Windows operating systems

·  Working knowledge of PC architecture/technology
·  Working knowledge of Dell supplied applications
·  Ability to analyze and solve technical problems related to client products by investigating potential solutions using troubleshooting skills
·  Industry Qualifications - DCSE, MCP, CompTIA A+
·  TAFE Qualification in IT or a relevant field

Why work for Dell

With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dells team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.

The Benefits

·  Monthly Health Allowance
·  12 weeks paid parental leave
·  Diverse & inclusive culture
·  Life Insurance & Salary Continuance via Dell’s super plan
·  Discounted gym memberships
·  Charity Volunteer Events
·  Dell Product Discounts
·  Fun Work Environment and Social Events Job Family:  Product-Services Job ID:  R17910