Join us as a Senior Technician on our Dell Technologies Services team to do the best work of your career and make a profound social impact.

What you’ll achieve

As a Senior Technician you will be the initial point of contact for Dell’s Enterprise customers.  Primarily an inbound phone team, you’ll gather and document information about the customer, their equipment, and issues within Dell’s tools.  Our Senior technicians create work orders to replace hard drives, batteries, and power supplies. This position requires the ability to master policies and procedures.  This role is dynamic, constantly changing to drive improved customer satisfaction.

You will:

You will use your training to determine which issues are within Senior Technician’s scope and which issues sent to be sent to an engineer team for resolution. 

• Approximately 20% of job entails resolving a wide range of low complexity issues
• Approximately 80% of job entails collecting information and transferring customers to other departments
• Verify warranty entitlement and determine appropriate action plan
• Follow policies and procedures to ensure customer satisfaction
• Senior Technicians are expected to master this role and develop skills for potential career growth; identify issues, investigate root causes, and recommend solutions to enterprise problems

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

**Essential Requirements **

• Associates degree in Computer Science, Information Science, or related field
• First-rate customer focus, phone etiquette and work ethic
• Ability to work under pressure with calmness and composure
• Strong problem-solving and trouble-shooting skills using operational and diagnostic procedures
• Ability to take on shift work, holidays, weekends, and on-call responsibilities

**Desirable Requirements **

• Relevant industry certifications (such as A+)
• Knowledge of server and storage hardware
• Knowledge of networking (including WAN topology; mixed LAN and WAN operating system environments; DNS, WINS and DHCP; firewall solutions and network load balancing) and current Server Operating systems (such as Windows, Linux, or UNIX)

Dell Technologies Inc. is a multinational technology company. We are a diverse team with unique perspectives. United in our purpose, our strategy and our culture. Driven by our ambition and the power of technology to drive human progress. Unwavering in our commitment to equality, trust and advocacy for one another.