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Hyper-Converged Infrastructure - Hotline Expert – Technical Support - English + French (other European languages a plus)

Montpellier, France

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Job ID R81430 Date posted Nov. 30, 2018

Hyper-Converged Infrastructure - Hotline Expert – Technical Support - English + French (other European languages a plus)

Montpellier - France

Competitive salary

Are you a brilliant problem solver who could provide front-line support for a game-changing, enterprise-wide support service? Do you want to work today on tomorrow’s technologies? Do you want to be a hero to Dell’s customers by resolving their complex IT issues end-to-end?

Within Dell Technologies tech support organisation, we are looking for a Customer Service expert in Hyper-Converged Infrastructure (Nutanix, VMware, VxRail…) to join our international remote technical assistance team located in Montpellier. You will provide first-class telephone and email assistance to our European customers, troubleshooting their infrastructure and solving their complex hardware and software issues.

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Hyper-Converged Infrastructure - Hotline Expert – Technical Support - English + Frenchon our Solution Team in Montpellier.

The EMEA Enterprise Support is a multilingual support centre offering high complexity technical support to Dell’s Server, Storage and Advanced Software customers. To keep ahead of the cutting-edge technologies we support, we place a high emphasis on training, industry certification and skills development.

Key Responsibilities:

  • Deliver 1st class remote resolution for advanced Software Defined Storage and maintain the highest levels of customer satisfaction and manage customer escalations from problem statement, troubleshooting, research, environment replication & identification of workarounds up to case resolution
  • Interlock with internal support and sales teams (Backend support team, Resolution Managers, Technical Account Managers and Sales Account Managers) to address customer issues
  • Attend required technical training sessions and make effective use of assigned lab time while securing the relevant industry certifications based on the Certification Strategy (VMware, Nutanix, Linux, Cisco, Dell…)
  • Coordinate resources to resolve technical issues and turn around strained relationships at large high-profile accounts in both pre and post-sale stages
  • Act as a trusted advisor to the management team on the technical front

Essential Requirements:

  • Fluent English and French (Spanish or Italian a plus)
  • Excellent communication skills needed to interact effectively with customers, partners and colleagues
  • Advanced technical attitude and troubleshooting skills to identify and resolve hardware and software issues (level 1-2) for Software Defined Storage solutions
  • Excellent planning, priority and time management skills; in a business or customer support work environment
  • Experience in enterprise level networking and server/storage and strong problem solving and analytical skills

Desirable Requirements:

  • Five to six years relevant industry experience preferably in an enterprise environment with strong customer handling skills
  • Relevant industry certifications in any of the following: Nutanix, Linux and/or VMware and Hypervisor Advanced Knowledge (VCP, MCSA, RHCSA) are a benefit

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.

If you want to be at the leading edge of technically challenging customer support, this is your opportunity to develop with Dell

Apply Now !

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.

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