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Service Delivery Engineer 2
3 months ago
Dell Technologies customers rely on our products and services to drive progress, so we take the service we provide extremely seriously. Service Delivery is all about making sure our technical solutions help clients fulfill their priorities, challenges and initiatives. As trusted advisors, we build in-depth knowledge of what each client wants to achieve, then we make sure we deliver on our promises. We also work closely with Sales and Global Services colleagues to develop strategic account growth plans, and to identify and pursue sales opportunities as well as partner with key stakeholders to maximize these prospects.
Join us to do the best work of your career and make a profound social impact as an Engineer 2 on our Service Delivery team in Remote, Ohio.
What you'll achieve
As a Service Delivery Engineer 2, you'll be a Tech Lead providing world-class delivery support to our Corporate IT Business Community by building in-depth knowledge of their priorities and initiatives as well as becoming a trusted advisor, avoiding customer impact and facilitating continuous improvement. You'll provide second level support for End User Desktop and IT Site support issues, as well as assist the management team with day-to-day operations by receiving, assessing, troubleshooting and escalating support incidents and requests.
You will:
- As a subject matter expert (SME), you'll perform specific delivery support activities for a single customer in order to drive service improvement initiatives to continually improve IT and the user experience; You'll lead process improvements, identify inefficiencies and report them to management
- Assist management in coordinating and conducting team meetings/group discussions and train other technicians or non-technical employees; Also manage functions such as shift schedules, research issues, ad hoc reporting and client escalation
- Understand and develop the ticketing system at a level capable of monitoring workflow, ensuring correct usage as well as defining the scope of reports; Assist in coordinating the development and consolidation of technical and process documentation
- Concentrate on data analytics and reporting tasks, assist in resolving customer-specific issues, measure and analyze trends, and identify opportunities for innovation and efficiency
- Frequently collaborate with other Dell IT Support groups to partner and provide an outstanding experience to the customer
Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here's what we are looking for with this role:
Essential Requirements:
- Typically requires 2+ years of related experience in a professional role with a Bachelor's degree; or an advanced degree without experience; or equivalent experience
- Good organizational and planning skills with the ability to set priorities and delegate in order to coordinate program deliverables
- Proficient in advanced troubleshooting across hardware, software and operating systems, with a strong understanding of networks, products and protocols
- Ability to influence others to achieve results
- High caliber customer service skills
Desirable Requirements:
- Advanced mentoring/coaching skills
- Preferred certifications in Information Technology Infrastructure Library (ITIL), Microsoft Certified Professional (MCP), Microsoft Certified Solutions Expert (MCSE), or other hardware certifications
Compensation
Dell is committed to fair and equitable compensation practices. The salary range for this position is $66,300 - $85,800.
Benefits and Perks of working at Dell Technologies
Your life. Your health. Supported by your benefits. You can explore the overall benefits experience that awaits you as a Dell Technologies team member - right now at MyWellatDell.com.
Who we are
We believe that each of us has the power to make an impact. That's why we put our team members at the center of everything we do. If you're looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we're looking for you.
Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.
Dell Technologies is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. Read the full Equal Employment Opportunity Policy .
Job ID:R246609
Dell's Flexible & Hybrid Work Culture
At Dell Technologies, we believe our best work is done when flexibility is offered.
We know that freedom and flexibility are crucial to all our employees no matter where you are located and our flexible and hybrid work style allows team members to have the freedom to ideate, be innovative, and drive results their way. To learn more about our work culture, please visit our page.
