Dell Sr Advisor, Ent Tech Services in Shanghai, China

Sr Advisor, Ent Tech Services

Job ID R10899

Date posted 10/11/2017

Why Work at Dell?

Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.

Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live

Key responsibilities

  • Customer Management: You ‘own’ your customers. Requires a passion for customer and a strong desire to handle a variety of technical and business issues for customer including very basic issues, complex technical issues, and political challenges, and issues that are ambiguous and require identification.

  • Problem / Case Management: You are your customers’ champion. Engage as a single point of contact for any issue with the Isilon product rrange for the assigned customer(s). MUST be adept at troubleshooting not only product issues, but product issues that arise due to infrastructure, interaction with third party products, hardware issues, training or education issues, etc. Must be comfortable troubleshooting complex, command-line based analysis, able to parse and interpret not only product logs and output, but all OS level output as well. Troubleshooting in a VMWare environment is required. This position requires significant experience in troubleshooting break/fix activities outside of installation and implementation.

  • Communication and Reporting: Responsible for managing case logs and communications with the customer including the generation and distribution of reports, conducting weekly status calls to assess current issues and operations. Assessment and participation in planning for growth, migration, new product introduction, DR testing, etc. are expected as well.

  • Proactive Support: Will provide proactive guidance on subsequent releases of the all contracted products, working with the customer to determine which releases offer relevant improvements, assisting with upgrade planning as needed.

Essential requirements

  • LINUX Admin experience preferred

  • Storage, NAS, Coding experience preferred

  • Deep Software troubleshooting experience preferred

  • Experienced telephone etiquette skills

  • Significant knowledge of products, customer service, policies and procedures

  • Demonstrates initiative and good judgment in resolving issues effecting customer satisfaction

  • Works effectively and efficiently under time constraints and high stress/pressure environments

Desirable requirements

  • Experience of providing remote IT support


Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.

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