Dell Sr Analyst, IT Technical Analysis in Taguig, Philippines

PRINCIPAL DUTIES AND RESPONSIBILITIES

  • Communicate highly technical information to both technical and non-technical personnel. Provide outstanding customer service and world class support in a large, fast paced, highly pressurized, corporate environment.

  • With minimal supervision, troubleshoot, trace, and repair connectivity problems from the jack to the Patch/PBX panels in both LAN/WAN and Telecom environments.

  • Working knowledge of call tracking systems and ability to log/update/close tickets, prioritize issues and balance workloads bringing customer problems to full resolution.

  • Working knowledge of Voice/Telecom systems (experience with NEC and/or Nortel preferred, CISCO VOIP), Apple iPhone/iPad, Samsung Android mobile platforms and deploy new phone and voice mail extensions, with support required as needed.

  • Working knowledge of networking (wired and wireless), protocols (TCP/IP and subnetting), VPN, and basic networking troubleshooting skills.

  • Provide on call support as part of an on call rotation schedule; provide onsite and remote support, some travel within Southeast Asia may be required.

  • Will need to manage and process assets including: Procurement of client hardware and software and prep for customer use or return to corporate; Provide software license management support including inventory and license policy enforcement duties.

SKILLS

  • Knowledge with appropriate networks, products and protocols

  • Proficient in Microsoft Office 2007/2010/2013 applications, Visio, Project, etc.

  • Working experience of ServiceNow, Skype for Business, Macbook Air/Pro, video conferencing systems like Cisco MX300, Cisco Telepresence, Cisco Call Manager, etc.

  • Ability to work effectively with senior management

  • Troubleshooting skills

  • Good Sense of urgency

  • Excel in a high-pressure environment

  • Demonstrate Customer Service focus and skills

  • Possess independence and able to function in remote teams

Education Required: Associate (Technical)

Experience Required: 3-5 Years