Technical Support Engineer 2

Dell
Malaysia
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Customer focus","Troubleshooting","Ownership","Collaboration","Documentation"]

Respond to Dell enterprise hardware, peripherals, applications, and networking contacts in an SLA-bound environment. Diagnose and resolve technical and service issues using troubleshooting tools and procedures, identify defective products, and coordinate service/parts dispatch. Own customer cases end-to-end across inbound/outbound communications, document RCA/PIR outcomes in a CRM tool, and escalate appropriately to internal teams to ensure timely resolution and best-in-class customer experience.

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FursaFursa
Dell
Dell
2 days ago

Technical Support Engineer 2

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Source: Company careers pageValidated by: Fursa AI
Last checked: 59 minutes agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Respond to Dell enterprise hardware, peripherals, applications, and networking contacts in an SLA-bound environment. Diagnose and resolve technical and service issues using troubleshooting tools and procedures, identify defective products, and coordinate service/parts dispatch. Own customer cases end-to-end across inbound/outbound communications, document RCA/PIR outcomes in a CRM tool, and escalate appropriately to internal teams to ensure timely resolution and best-in-class customer experience.
Location: Malaysia
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Respond to SLA-bound customer contacts for Dell enterprise hardware, peripherals, applications, and networking products
  • •Diagnose problems and provide resolutions for technical and service issues
  • •Use troubleshooting techniques/tools and guidelines to identify defective products and dispatch services/parts
  • •Own customer issue management until resolution, engaging internal resources and providing timely escalation notifications
  • •Document case activities and outcomes (RCA/PIR) in a CRM tool and adhere to service schedules to meet SLAs

Key Requirements

  • •Ability to provide telephone, email, chat, and remote diagnostic technical support for assigned Dell products
  • •Skilled in troubleshooting to identify defective products and determine resolutions for technical problems
  • •Ability to manage and own customer issues end-to-end until resolved, including multiple communications and internal collaboration
  • •Strong documentation skills for recording problems, diagnostics, interactions, next steps, and solutions in a CRM tool
  • •Maintain proficiency in Dell enterprise product lines and service offerings as well as current industry products and technologies
Skills:Customer focusTroubleshootingOwnershipCollaborationDocumentation
Tech Stack:CRM toolTelephone supportEmail supportChat supportRemote diagnostics

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
Glassdoor
Glassdoor: 3.8
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