Regional Technical Support Engineer (Networking) - South Asia

Job description

Enterprise Tech Support Consultant ( Regional Technical Support Engineer)

Role Summary
The Regional Technical Support Engineer functions as a field-based member of the Global Services Organization to provide on-site technical, troubleshooting, consulting and escalation support for Dell Networking partners and customers in a professional manner.

Main Duties
· Provide on-site and remote technical support to Dell Networking customer support partners and customers on current and future Dell Networking products. Be first point of contact for entire Dell Enterprise Solution components.
· Understand, troubleshoot, diagnose and resolve customer issues.
· Define, manage, and execute problem resolution plans and communicate closure/resolution to Dell support, partners, and customers.
· Technical account management for partners and customers as required.
· Travel frequently to customer sites to perform problem resolution and upgrades, as well as handle and diffuse political situations.
· Ability to use diagnostic aids, tools and appropriate lab equipment as necessary.
· Analysis and gathering of technical details regarding customer environments and system requirements
· Deliver on-site consulting services such as performance monitoring and network audits and make recommendations for optimization.
· Deliver on-site or remote services including creation of high level and detailed design documentation, customization, product integration and acceptance.
· Work closely with Dell Networking TAC organization and work customer hot escalations.
· Acquire expert level knowledge on all Dell Networking products.
· Available 24x7 on an as needed basis.
· Special project assignments from manager.

· Speaks fluent Malay and English. Mandarin a plus but not required.

Desired profile

The ideal candidate will possess the following qualifications:

· Bachelor's degree in a technical field, Masters in Computer Science or equivalent work experience in a software/support and services environment.
· Relevant experience in a technical support and services environment. Certifications/Accreditations: CCIE, JNCIE, Brocade Internetworking Track or equivalent
· Excellent written, verbal, presentation, and listening skills.
· Foreign language fluency is a plus.
· Extensive experience supporting the following technologies; Routing protocols, BGP, OSPF, RIPv1/v2, ISIS, IP multicast, QOS, policy routing, packet filtering, networking OS architecture and performance issues.
· Experience in Spanning Tree protocol and its variants (xSTP), VLAN Membership Policy Server (VMPS) VLAN Trunking Protocol (VTP), MPLS, ISL, 802.1Q and 802.1p.
· Must have very strong customer and interpersonal skills.
· Must demonstrate exceptional customer service/support skills and represent Dell Networking in a professional manner at all times.
· Must understand the business impact of customer and partner interactions and be able to effectively navigate politically charged situations.
· Must be able to work with customers and partners from different geographies and be culturally sensitive.
· Must be highly motivated, a self-starter, and have proven ability to function effectively without direct supervision.
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· Work Schedule: Able to be flexible for last minute and planned travel requirements, including after hours, weekends, and on-call work as required.