Dell Service Delivery Engineer 

United States, Ohio 

236649809

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

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