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title: enterprise technical supoprt sr analyst
location: kor-seoul
job family summary
responsible for provdiing level 1 technical support for customers on operation or maintenance of dell server/storage products and solutions
assists phone customers by diagnosing problems, and providing resolutions for technical and serivce issues within standard time frames
on-site diagnostics and break fix to solve complicated problems under management decision.
have strong understanding and technical ability for both server and storage environment & application
at least 3 year relevant experience in providing technical support
a bachelor\'s degree
ability to speak, read and write in english
strong problem solving and customer relationship skills
expeirence in providing dierct support to end-user eihter service busniess or it busniess
good repotring and documetnation skills
broad knowledge of computer system hardware and os, network.
follows up with customers via phone and email to ensure a total solution for their technical questions.
maintain accurate call logging and tracking into customer support database
possess excellent communication skills and the ability to work with diverse range of people with various levels of technical understanding ability in international environment.
principal accountabilities
troubleshoots technical issues with dell server/storage (hardware and software) in order to resolve customer issues.as appropriate, to the respective group for higher level technical support in order to resolve the issue to the customer\'s complete satisfaction,
escalates calls.
