Senior Advisor

Why Work at Dell?

Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.

Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.

Are you a brilliant problem solver who could provide front-line support for a game-changing, enterprise-wide support service? Do you want to be a hero to Dell’s customers by resolving their complex IT issues? Within Dell Services, we are looking for a Sr Advisor to join our Enterprise Technical Services team in Ovens Cork, as well as providing telephone and email assistance to our European customers as part of the Dell Global Service Desk.

RESPONSIBILITIES

• Leads efforts in facilitating problem recreation and failure analysis of systems level issues.  
• Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution.  
• May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other Dell Technology Technical Support co-workers as appropriate.
• Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues.  
• Identifies, documents and escalates customer issues to senior resources.
• Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
•  Maintains a closed-loop communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
•  Responsible for sharing all acquired knowledge concerning problem resolution.
•  Contributes to centralized problem identification and resolution database may provide senior or expert level tasks similar to Engineering for assigned products or skills.  
• Makes a recommendation to higher level technical support engineers or management for improving processes, standards and strategies.
• Regularly submits content to the knowledge database.
• Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.  
• Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions.
• Identifies, documents and reports design, reliability and maintenance issues.
• Gains support and commitment from others and mobilizes people to take action.
• Understands and leverages Dell Technology's technical communication structure.
• Sphere of influence extends well outside of the department.  
• Validates technical information and issues early warnings and disseminates information as needed.  
• As a 24X7X365 organization shift work, holidays and on-call responsibilities may be required.