Anzeigendetails
Standort:
Beschreibung
title: enterprise techincal supoprt analyst - russia
location: deu-halle
title: enterprise technical support analyst - russia
department: gss enterprise support
reports to: team leader
general summary
responsible for providing phone-based technical support for dell enterprise support customers.
principal duties and responsibilities
provides first-level technical support on dell supplied server and storage products
identifies and resolves issues affecting customer server systems
uses troubleshooting techniques and tools to identify technical defects/issues
assumes a proactive role in technical support call avoidance by identifying known problems and documenting resolutions
actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
engaging necessary support stfaf to reslove escaltaions in as shrot a timerfame as posisble
attneds reqiured technical traniing sesisons and maeks effective use of assigned lab time
fluency in russian and german or english
thorough working knowledge of server and storage architecture/technology
thorough working knowledge of dell supplied applications
thorough knowledge of service procedures
in-depth knowledge and understanding of policies and procedures and the ability to determine course of actions based on given guidelines
ability to analyse and solve technical problems related to server/storage products by investigating potential solutions using troubleshooting skills
excellent interpersonal skills
excellent telephone and customer handling skills
excellent russian and english or german language skills. the technical support analyst is the first point of contact for enterprise support customers with advanced hardware, operating system and application issues.
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