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Dell Service Delivery Engineer 
United States, Ohio 
236649809

08.08.2024

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