Technical Support Engineer 2 - PowerEdge XE - Hopkinton, Massachusetts

Dell
United States
Workplace: OnsiteFull timeUSD 74,000 - 96,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsEducation: bachelorsSkills: ["Customer communication","Troubleshooting","Operational excellence"]

Resolve complex technical issues for Dell PowerEdge XE servers in a fast-paced, customer-critical environment. Own customer-reported problems from web, phone, chat, and email through resolution, and keep customers updated with timely progress. Troubleshoot using Dell and vendor diagnostics utilities, collaborate with Engineering and other teams, and provide actionable information to improve product quality and reliability. Drive operational excellence through high-quality closures.

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Dell
Dell
2 days ago

Technical Support Engineer 2 - PowerEdge XE - Hopkinton, Massachusetts

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Last checked: 3 hours agoStatus: Live

Job Summary

Resolve complex technical issues for Dell PowerEdge XE servers in a fast-paced, customer-critical environment. Own customer-reported problems from web, phone, chat, and email through resolution, and keep customers updated with timely progress. Troubleshoot using Dell and vendor diagnostics utilities, collaborate with Engineering and other teams, and provide actionable information to improve product quality and reliability. Drive operational excellence through high-quality closures.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Take ownership of technically sophisticated customer issues from web, phone, chat, and email through complete resolution.
  • •Document relevant information and provide timely updates to customers on overall issue progress.
  • •Resolve customer issues in partnership with Engineering, SE, and other multi-functional teams.
  • •Provide qualified information to Engineering to improve product quality and reliability.
  • •Drive operational excellence through quality closures and ensure customers are treated with respect.

Pay and Benefits

Salary: USD 74,000 - 96,000 annually

Key Requirements

  • •Strong knowledge of Dell PowerEdge servers and working fundamental knowledge of PowerEdge XE servers.
  • •Comfortable working in Linux environments (RHEL and Ubuntu).
  • •In-depth troubleshooting knowledge and familiarity with Dell and vendor diagnostics utilities.
  • •Customer-facing experience with the ability to work in a high-pressure environment.
  • •3-5+ years of technical support experience.
Experience:3+ years
Education:Bachelor's
Skills:Customer communicationTroubleshootingOperational excellence
Tech Stack:Dell PowerEdgePowerEdge XELinuxRHELUbuntu

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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