Lab Support Engineer 2, Operations Center

Description

Lab Support Engineering is at the heart of a worldwide lab operations team providing 24x7 lab access, service and solutions support in multiple locations. Independent and flexible, team members are always ready to adapt to the changing daily priorities. They make an impact in all kinds of ways – from installing and maintaining servers and storage equipment within the fast-paced lab computing environment, through to providing top-level technical expertise and support to engineering departmental users. What’s more, they work with engineering teams to create hardware configuration test plans in support of software development.

Join us to do the best work of your career and make a profound social impact as a Lab Support Engineer 2 on our IEO Operations Center team in Bangalore.

What you’ll achieve

As Lab Support Engineer 2, you will act as the first point of contact from IEO Operations Center for customers to support issues and queries relating to their service and applications. You will use your technical knowledge and specialized skills to support, build, implement, and improve technology solutions. Adhere to administrative policies and escalation procedures. You will be actively expanding your scope of knowledge by learning about new technologies, procedures and help to resolve complex customer issues. You must possess good written and oral communications skills and the ability to deal effectively with people in a wide variety of situations. Demonstrates a high degree of self-initiative. Must be able to adapt to the changing daily priorities in a fast paced engineering lab environment. Performs other duties as required.

You will:

• Act as a single point of contact for all modes of support such as phone calls, chat, web portal and emails from customers regarding their issues and queries.
• Provide 1st line support for troubleshooting of problems (Operating systems, Virtualization, Infrastructure, Applications, Active Directory, Security, and any other user issues)
• Timely escalation to the appropriate support groups as per defined matrix and follow up with them until closure for unresolved or critical cases.
• Logging incidents and faults, categorizing and prioritizing them in line with defined procedures.
• Communicate progress on Incidents and Service Requests in a timely manner back to the end users.
• To maintain a high-degree of customer service for all support queries and adhere to all ITIL & ITSM principles.
• Provide stats for the daily/weekly/ monthly report and other analysis to senior management.
• Automate manual tasks; create/improve tools that help make team operations more efficient.
• Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively.
• Identify and escalate repeat issues or service risks and take appropriate actions to address them.
• Manage the documentation of new procedures and technical troubleshooting activities that facilitate first level resolution by the team, as well as appropriate procedural (SOP) adoption for appropriate assignment and follow through.
• Provide technical assistance and consulting to the users if necessary.
• Focuses on delivering a positive customer experience according to Dell standards.

Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

• 2-4 years of experience with troubleshooting user issues and processing service requests as part of a service desk team supporting Triage on multiple technologies such as Hardware, Windows Server, Linux, Active Directory, VMware, Databases, Hardware, Application support etc.
• Strong interpersonal and customer relations skills.
• Proficiency in written and verbal communications.
• Highly organized and able to work on own initiative to complete the range of tasks required
• Advanced use of problem-solving techniques and systems analysis.
• Solid experience in a helpdesk or technical support environment with IT Service Management tools.
• Extensive experience working in an IT Service Management platform or Help Desk ticketing system.
• Flexible and willing to work outside core business hours as required.
• Good ability to lead, motivate and direct a workgroup.
• Good ability to work in a high-pressure environment.

Desirable Requirements

• An ITIL qualification (ITIL V3 and Edition 4)
• Certification in any one of relevant technologies (Examples, CompTIA (A+, Network +, Server+ and Security+ certifications, CCNA, VCP, Linux and/or MCSE).