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Networking Technical Support Engineer  –  English +  French or other European languages

Montpellier, France

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Job ID R81416 Date posted Nov. 30, 2018

Networking Technical Support Engineer  –  English +  French or other European languages

Competitive salary

Montpellier

Are you a brilliant problem solver who could provide Enterprise level support for a game-changing, enterprise-wide support service? Do you want to be a hero to Dell’s EMEA customers by resolving their complex IT issues? If yes, then look no further as we have the right role for you.

Within Dell Services, we are looking for a Networking Support Engineer to join us in Montpellier at Department of Global Support & Deployment.

We have an unrivalled opportunity for an experienced Network Engineer to work in our EMEA ProSupport Enterprise Expert Centre, offering the highest level of technical support and remote advisory services to Dell’s Enterprise customer base on high-end/high value-add enterprise solutions/technologies. No other center offers you such a high level of exposure to a large enterprise customer base.

Dell provides end-to-end IT 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 an unquenchable spirit of innovation. We will also provide the mentoring, training and opportunities for you to fulfil your ambitions and potential. 

We go out of our way to give our customers the help they need. Our Enterprise Technical Support team specializes in our most highly technical and sophisticated products – from IT hardware and software to servers, networking, storage and the cloud. Issues can span installation, operation, configuration, customization, performance and usage. Fully trained on the latest upgrades or new products, the team can diagnose the problem and recommend the right solution remotely by telephone, e-mail, chat or online.

Key Responsibilities:

  • Take ownership of technically complex customer reported issues from web, phone, chat and email sources and work closely with the customer until it is completely resolved working with senior support engineers, and available to work in shifts and flexible with overall coverage for technical support
  • Document relevant information and ensure that the customer is communicated in a timely manner regarding the overall progress of their issus and advanced technical attitude and troubleshooting skills
  • Resolve customer reported issues while working closely with Escalation Engineers and other cross functional teams and provide feedback to Engineering for improving the product quality and reliability
  • Ensure that customers are treated with highest degree of respect and drive operational excellence through quality closures and proper escalation of issues
  • Fluency in English + other language european

Essential Requirements:

  • 1+ years of relevant experience with a demonstrated knowledge of fundamental networking principles including OSI model, TCP/IP and UDP protocols, packet capture analysis and related networking technology
  • Excellent understanding of LAN & WAN Network topologies, in-depth knowledge of TCP/IP Protocol Suite, LAN/WAN access technologies, Internet Security Architectures and Routing Protocols

Desirable Requirements:

  • Candidate must have a strong customer orientation, excellent phone etiquette and an excellent work ethic to meet staffing attendance requirements
  • Candidate should also possess excellent communications skills and be in position to work under pressure with calmness and composure

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.

We are pleased to announce that DELL France, thanks to our Diversity & Inclusion strategy, scores 87 out of 100 at the Gender Pay Gap Index

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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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