Technical Support Engineer - Elastic Cloud Storage

Dell
Cork, Dublin
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: bachelorsSkills: ["Communication","Customer service","Interpersonal skills","Analytical problem-solving","Independent working","Mentoring","Teaching"]

Deliver front-line remote technical support for Dell’s Elastic Cloud Storage (ECS) across enterprise environments. Diagnose and resolve complex hardware/software issues using advanced troubleshooting and diagnostic procedures, escalating when needed. Maintain closed-loop communication and manage case priorities while documenting outcomes. Share knowledge through technical articles, help create support self-service content, and mentor peers. Support 24×7×365 operations with shift work and on-call responsibilities as required.

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FursaFursa
Dell
Dell
2 months ago

Technical Support Engineer - Elastic Cloud Storage

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Last checked: 19 minutes agoStatus: Live

Job Summary

Deliver front-line remote technical support for Dell’s Elastic Cloud Storage (ECS) across enterprise environments. Diagnose and resolve complex hardware/software issues using advanced troubleshooting and diagnostic procedures, escalating when needed. Maintain closed-loop communication and manage case priorities while documenting outcomes. Share knowledge through technical articles, help create support self-service content, and mentor peers. Support 24×7×365 operations with shift work and on-call responsibilities as required.
Location: Cork, Dublin
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Deliver front-line remote technical support and resolve complex IT issues across enterprise environments.
  • •Diagnose and resolve complex issues using systems analysis techniques, advanced troubleshooting tools, and diagnostic procedures; escalate to senior resources when necessary.
  • •Maintain closed-loop communication with internal and external stakeholders, manage case priorities, and set clear customer expectations throughout resolution.
  • •Build and share knowledge by contributing technical solution articles to the knowledge database, reviewing content, mentoring less experienced team members, and participating in eServices content creation.
  • •Support a 24×7×365 operation with flexibility for shift work, weekends, holidays, and on-call responsibilities as required.

Key Requirements

  • •University education (preferably a technical degree) or relevant Microsoft certifications, with 2+ years of experience in OS and system administration (UNIX/FreeBSD, Linux, Windows, VMware).
  • •Strong knowledge of networking and file-serving protocols (TCP/IP, NFS, SMB, iSCSI, HTTP, FTP) plus directory services (LDAP, NIS, ADS).
  • •Experience with network packet capture and analysis, including Layer 2/3 protocols.
  • •Fluency in English with excellent communication, interpersonal, and customer service skills; ability to work shifts in a high-pressure environment.
  • •Ability to work independently, quickly learn new technologies, and apply analytical problem-solving across complex technical environments.
Experience:2+ yearsEnterprise environmentsRemote IT supportOS and system administration
Education:Bachelor's
Skills:CommunicationCustomer serviceInterpersonal skillsAnalytical problem-solvingIndependent workingMentoringTeaching
Certifications:Microsoft certifications
Languages:English
Tech Stack:UNIXFreeBSDLinuxWindowsVMwareTCP/IPNFSSMBISCSIHTTPFTPLDAPNISADSNetwork packet captureLayer 2Layer 3PythonBashDocker

Company Brief

Dell
Designs, manufactures and sells computers, servers, storage, networking equipment, and related IT solutions and services for consumers, small businesses, and enterprises worldwide.
Industry: Electronics Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Round Rock, United States
Founded: 1984
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Glassdoor: 3.8
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