Job Directory Technical Support Engineer 1

Technical Support Engineer 1
George Town, Pulau Pinang

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Job Description

Job ID R67750 Date posted May. 06, 2019

Responsibilities :

o Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat, online, social media and phone.

o Assists customers by diagnosing problems and providing resolutions for technical service or care issues.

o Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.

o Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.

o Identifies, researches and provides input on unique or recurring customer problems.

o Remains knowledgeable of Dell's product line, current industry products and technologies.

o Focuses on delivering a positive customer experience according to Dell standards.

o Monitors and tracks issues to ensure accurate resolution.

o May be involved in revenue generation activities with current Dell customers.

o Reviews and distributes pertinent cross-functional information.

o Escalates more complex customer technical issues to senior level support.

Requirements :

o Advance Diploma/Diploma holders in Computer Science/IT related discipline with 2 years working experience in IT support

o Must be able to speak and write in Thai language

o experience in providing direct support to end-users either in customer service/field engineering or corporate help desk are also encouraged to apply.

o Those with professional certification will have an added advantage.

o Strong understanding and technical ability for Desktop and Laptop, Software systems and applications supported and sold by Dell

o Able to work rotating shifts including 24x7

o Speak, read and write proficiently in English.

o Added language skills will be an advantage

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