At Dell Technologies, world class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.

Join us as a** Technical Support Engineer **on our CSG Services Technical Support team in **Round Rock, Texas **to do the best work of your career and make a profound social impact.

What you’ll achieve

As a Technical Support Engineer, you will resolve complex technical issues in a fast-paced, customer critical environment, working on improving processes, standards and strategies to perfect our Support Services.

You will:

• Apply technical expertise using standard operating and diagnostic procedures to resolve standard level issues. Uses standard internal diagnostic test equipment and product trace and logging procedures.
• Effectively communicate procedural and technical issues to internal and external customers in a fast paced and customer critical environment through a variety of mediums. Based on priority level, set appropriate expectation with customers.  Assure all appropriate individuals are notified of ongoing issues and problem resolution status.
• Track all service calls, provide call status updates at regular intervals and communicate status to customers using Call Tracking Databases. Responsible for sharing all acquired knowledge concerning problem resolutions.
• Contribute to centralized problem identification and resolution databases; may have senior level tasks similar to Engineering for assigned product and skills. Act as a remote customer advocate to champion specific customer needs for code currency, reporting and product knowledge in collaboration with field teams. 
• Validate technical information and issues early warnings and disseminates information as needed.

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

• Bachelors degree graduating December 2023 or May of 2024
• 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
• Candidates must have strong problem-solving and troubleshooting skills

Desirable Requirements

• Candidate is passionate about IT technology and has a desire to continue learning and developing
• Major in Computer Sciences / Information Technology related discipline

Dell’s Flexible & Hybrid Work Culture

At Dell Technologies, we believe our best work is done when flexibility is offered.

We know that freedom and flexibility are crucial to all our employees no matter where you are located and our flexible and hybrid work style allows team members to have the freedom to ideate, be innovative, and drive results their way. To learn more about our work culture, please visit our locations page.

Compensation

Dell is committed to fair and equitable compensation practices. The pay range for this position is $61,795 – $102,190 depending on location.

Who we are

We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.

Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.

Application closing date: April 5, 2024

Dell Technologies 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. Read the full Equal Employment Opportunity Policy here.

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.