Senior Engineer, Technical Support

Research Triangle Park, NC

Company Name :IBA Infotech LLC

Type : Contract

Primary Skills : Specialists, Account Managers

Location : Research Triangle Park

CTC : DOE

Job Description:

PRINCIPAL RESPONSIBILITIES

  • Act as a remote customer advocate to champion specific customer needs for code currency, reporting and product knowledge in collaboration with field teams.
  • Understands and leverages technical communication structure; may be asked to participate in virtual team training and product knowledge sharing meetings.
  • Applies advanced technical expertise using standard operating and diagnostic procedures to resolve standard to complex level issues; identifies documents and escalates customer issues to senior resources.
  • Recommends and utilizes standard internal and external diagnostic test equipment and product trace and logging procedures; provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales, and other Dell Technology Technical Support co-workers as appropriate.
  • As a 24x7x365 organization, shift work, holidays and on-call responsibilities; may be required as well as occasional travel to customer sites

 

SKILLS

  • Identifies and interprets interoperability and support matrixes; identifies reviews, creates and delivers timely and highly focused training programs and/or serviceability enhancements within the Field and Remote technical support departments.
  • Effectively communicates procedural and technical issues to internal and external customers in a fast-paced and customer critical environment through a variety of mediums.
  • Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
  • Maintains a closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status."
  • Responsible for sharing all acquired knowledge concerning problem resolutions; leads efforts in facilitating problem recreation and failure analysis systems-level issues.
  • Contributes to centralized problem identification and resolution databases; may have senior-level tasks similar to Engineering for assigned products and skills.