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Senior Engineer - Archer Technical Support

Bracknell, United Kingdom

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Job ID R64905 Date posted May. 08, 2019

Competitive salary

Bracknell, UK

Dell Technologies is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.

RSA Security, part of Dell Technologies, help customers comprehensively and rapidly link security incidents with business context, enabling them to respond effectively and protect what matters most. Our award-winning solutions for threat detection and response, identity and access assurance, consumer fraud protection, and business risk management help RSA customers thrive in an uncertain, high-risk world.

Key Responsibilities:

•Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.

•Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate.

•Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Interfaces directly with customers at different stages of problem resolution process including understanding  issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.

•Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.

Essential Requirements:

•Ability to prioritize and manage multiple tasks, act independently and exercise good judgment

•Ability to make decisions or solve problems using logic to identify key facts, explore alternatives and propose quality solutions

•Excellent verbal and written communication skills

•Excellent troubleshooting skills

•Technical proficiency across Windows platforms including computer networking skills, Microsoft SQL Server, Microsoft IIS, LDAP, and web-based technologies

Desirable requirements:

•Strong organization skills; capable of effectively balancing multiple responsibilities, managing multiple priorities in a fast-paced environment with minimal supervision

•Experience in Client Support position

Benefits:

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.

LIPRIORITY LIEMEA61

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