Dell Service Delivery Engineer I6 

Philippines, Taguig 

709459361

Service Delivery Engineer 2

• Leads solutions and operating procedures within the group.
• Considered a subject matter expert within the group.
• Provide solutions and develops approaches to a variety of highly complex problems and determine technical objectives without direction.
• Frequently collaborates with other IT Support groups.
• Leads process improvements, identifies inefficiencies, and reports them to management; Assists management in coordinating and conducting team meetings and group discussions.
• Works with end customer to drive service improvement initiatives to continually improve IT and user experience.
• Understands and develops the ticketing system at a level capable of monitoring workflow, ensuring correct usage, and defining the scope of reports.
• Measures and analysis trends and identify innovation and efficiency opportunities.
• Will be asked to conduct training to other technicians or non-technical employees.
• Manage functions such as shift schedules, training, research issues, ad hoc reporting, and client escalation.

Skills:

• Highly skilled in hardware, software and/or operating systems environment
• Ability to influence others to achieve results
• Advanced mentoring/Coaching skills
• Good knowledge of appropriate networks, products and protocols
• Advanced troubleshooting skills
• Advanced customer Service skill

Education and Experience:

• Typically requires 6+ years of related experience
• ITIL & MCP/ MCSE/other hardware certifications.