Technical Support Engineer – Dell Compute | PowerEdge & Modular (B2B)

Dell
Dublin
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Analytical thinking","Troubleshooting","Communication","Customer service","Problem-solving"]

Provide enterprise B2B technical support for Dell Compute platforms (PowerEdge Rack&Tower and Modular MX). Diagnose and resolve hardware and software issues for customers via phone, chat, and remote sessions using Dell diagnostic tools (iDRAC, Lifecycle Controller, SupportAssist Enterprise, online diagnostics). Manage inbound cases, document outcomes, resolve within SLA commitments, and coordinate parts dispatch and escalations with L2/L3 engineering while contributing to knowledge base improvements.

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FursaFursa
Dell
Dell
4 days ago

Technical Support Engineer – Dell Compute | PowerEdge & Modular (B2B)

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Last checked: 54 minutes agoStatus: Live

Job Summary

Provide enterprise B2B technical support for Dell Compute platforms (PowerEdge Rack&Tower and Modular MX). Diagnose and resolve hardware and software issues for customers via phone, chat, and remote sessions using Dell diagnostic tools (iDRAC, Lifecycle Controller, SupportAssist Enterprise, online diagnostics). Manage inbound cases, document outcomes, resolve within SLA commitments, and coordinate parts dispatch and escalations with L2/L3 engineering while contributing to knowledge base improvements.
Location: Dublin
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Diagnose and resolve hardware and software issues on PowerEdge Rack, Tower, and Modular (MX) server platforms for enterprise B2B customers via phone, chat, and remote sessions.
  • •Use Dell diagnostic tools (iDRAC, Lifecycle Controller, SupportAssist Enterprise, and online diagnostics) to identify root cause and drive resolution.
  • •Manage case workload and document customer interactions accurately, resolving within defined SLA/service contract commitments.
  • •Coordinate parts dispatch and field engineers for on-site hardware replacements, ensuring correct part identification and timely resolution.
  • •Collaborate with escalation teams (L2/L3 engineering) and cross-functional groups to resolve complex issues and update the knowledge base.

Key Requirements

  • •Foundational understanding of server hardware architecture including processors, memory, drives (SAS/SATA/NVMe), RAID controllers (PERC), power supplies, and cooling systems.
  • •Basic knowledge of server operating systems including Windows Server and Linux distributions (RHEL, SLES, or Ubuntu Server).
  • •Understanding of networking fundamentals (TCP/IP, DNS, DHCP, NIC configuration) for server connectivity and management interfaces.
  • •Strong analytical and troubleshooting skills with a structured, methodical problem-solving approach.
  • •Excellent communication and B2B customer service skills, with the ability to manage expectations professionally.
Experience:Enterprise infrastructureData centerServer technical supportB2B
Skills:Analytical thinkingTroubleshootingCommunicationCustomer serviceProblem-solving
Certifications:CompTIA Server+CompTIA A+Dell Certified (DCA/DCE)Microsoft/Linux certifications
Languages:US
Tech Stack:PowerEdgeModular (MX)IDRACLifecycle ControllerSupportAssist EnterpriseDell online diagnosticsOpenManage EnterpriseOME-ModularWindows ServerLinuxRHELSLESUbuntu ServerTCP/IPDNSDHCPNICRAIDPERCProSupport

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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