Technical Support Engineer 1 Job Description Template
Our company is looking for a Technical Support Engineer 1 to join our team.
Responsibilities:
- As a 24X7X365 organization, incoming call rotation, shift work, holidays, weekends and on-call responsibilities may be required;
- Acts as a remote customer advocate to champion specific customer needs in collaboration with field team;
- Applies systems analysis techniques and procedures to determine hardware or software systems functionality;
- Works toward becoming subject matter expert in an area(s);
- Helps develop and participate in presentations and informal training for other TSEs;
- Reviews technical solution articles for accuracy and completeness and give feedback to the authors;
- Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues;
- Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers;
- Participating in and possibly leads conference calls with customers Knows their audience and articulate accordingly;
- Mentors and/or coaches less experienced TSEs;
- Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues;
- Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs;
- Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment;
- Validates technical information and issues early warn.
Requirements:
- Proven skill troubleshooting and Configuring Network Infrastructure, Server Hardware and Operating Systems, and/or NAS/SAN Solutions;
- Competent knowledge of current industry products and technologies;
- Fault Isolation and Troubleshooting Methodology;
- Certifications, such as: Network+, CCENT, CCNA or higher, LPI-2 or RHCE, VCP–DCV, VCP-NV, or equivalent;
- Understanding of Dell Technology’s products and their value added to the customer;
- Analytical ability to gather and interpret data;
- Customer focused Customer Service skills;
- Knowledge of Avamar or other Data Protection Suites, replication and or clients;
- Presentation skills Troubleshooting skills;
- Interpersonal skills and ability to work in a high-pressure environment;
- Presentation skills;
- Troubleshooting skills;
- Ability to work in high pressure environment;
- Interpersonal skills.