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Technical Support Engineer 2

North Ryde, Australia

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Job ID R042530 Date posted Nov. 14, 2019

Technical Support Engineer -  Dell EMC DataDomain

North Ryde, Australia

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 Technical Support Engineer on our DataDomain team in North Ryde.

As Technical Support Engineer and a member of the Global Services support team, you will have the ability to work independently or as part of a team with some of Dell EMC most strategic customers and partners to drive their success. You will provide support to our customers, using Dell EMC products, isolating, diagnosing, reproducing and fixing technical issues. To be successful in this role, you are a highly motivated individual as well as a self-learner, possess strong customer service and technical and analytical skills; and be someone who welcomes challenges.

Key Responsibilities

  • Provide Enterprise Technical Support for Dell EMC DataDomain customers
  • Respond to end user requests for technical support via email, phone or remote troubleshooting
  • Reproducing issues in-house and resolve issues in a timely manner
  • Ability to manage multiple issues whilst achieving SLO and customer satisfaction
  • Provide root cause analysis of customer issues
  • Ability to collaborate with engineering, mentors, peers and other business units to resolve customer issues
  • Create and share knowledge base technical articles, search knowledge base, assist in community forums and use internal tools to resolve customer issues
  • Keeping your technical knowledge up to date with internal and external training

Required Skills

  • Excellent written and verbal communication skills in English, any additional languages would also be welcome
  • 2-3 years' experience as a Linux/Unix (Redhat, SuSE, Ubuntu or CentOS) System administration and/or in Technical Support roles
  • Networking skills - HTTP, DNS, TCP/UDP and DHCP
  • Familiarity with RAID and Server Technologies

Preferred Skills

  • Backup and Recovery Product Experience
  • Familiarity of virtualization technologies such as VMWare and Hyper-V
  • Knowledge of scripting such as Shell, Perl or Python
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