Junior Technical Support (Vietnam Speaking) null

About Dell Malaysia

Dell Malaysia is part of Dell Technologies, a company that provides technology solutions and services that help people and organizations achieve more. It sells various products, such as laptops, monitors, computers, storage solutions, servers, and cloud solutions, for different needs and budgets

Your role

About the team

Why do Dell Technologies customers remain Dell Technologies customers? It’s because of the company's consistently high levels of customer service. The IT Technical Support team is the focal point of this commitment. They provide technical support and training to PC and PC network users. Known for their versatility across the technical spectrum, they use hardware and software tools to solve problems while supporting, installing, and maintaining PCs, LANs, server hardware, operating systems, software, and related IT-sanctioned peripherals.

What you'll achieve

As an IT Technician, you will install and maintain hardware and software systems and support smaller user groups, providing a positive customer experience with each interaction.

Principal responsibilities

• Responds to incoming contacts that are SLA bound, related to Dell enterprise hardware, peripherals, applications, networking, and its associate products.
• Assists customers by diagnosing problems and providing resolutions for technical and service issues.
• Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in dispatching services/parts
• Assumes complete ownership of customer issues until resolved involving multiple inbound and outbound communications; owns the issue and engages/collaborates with multiple resources.
• Documents problems, diagnostics, interactions, next steps, and solutions implementation in a CRM tool
• Provides timely response to customer escalations with appropriate notification to all required EEC staff (RMs, TSMs, SMTs, SPSPEs, SPEs, Tech Leads, Team Managers)
• Performs required case management functions as related to assigned TSAM including the written summaries of outcome((RCA/PIR)).
• Maintains proficiency in Dell's Enterprise product line and service offerings along with current industry products and technologies.
• Focuses on delivering a best-in-class customer experience according to Dell standards.
• Participates in and contributes to initiatives that improve overall product/report quality.
• Proactively contributes to increasing team efficiency by sharing knowledge, providing feedback about best practices, and writing tools/utilities.
• Complies with work schedule adherence to ensure overall service level agreements are achieved.

Training & development

Dell offers that you can learn the things below while you are in this position:

• An opportunity to work with a large global multicultural and diverse team that is fast changing as Dell implements new programs/tools – a huge opportunity to gain vast insights into Dell's business, challenges, and opportunities.
• Contribute to projects with support from a mentor while you learn how Dell adapts its business/processes and implements change to support market requirements.
• Opportunity to work as part of a cross-functional team that provides insights into many different areas across the organization to develop new ideas and collaborate with senior executives on what is expected.
• Opportunity to learn wide spectrums of Dell Technologies’ offerings such as Cloud Services, Infrastructure Services deployment and consulting services, and many more through shadowing with our Solutioning Practice Leads and/or Presales Solutions Architects.

Benefits

Aside from an attractive salary, you may also get the following benefits:

• Flexible working options
• Development programs
• In-house clinic access in the office
• A Mother's room for working moms
• Insurance, health, and wellness (health, life, dental, vision, and disability insurance)
• Performance bonus
• Vacation & PTO, sick leave, & bereavement leave
• Employee discounts, gym membership, employee assistance program, & free lunch or snacks

Career progression

For Dell, its people are their greatest asset. The company is committed to offering candidates unparalleled career growth by providing one-on-one meetings with mentors and leaders, routine check-ins with a long-term career plan, networking opportunities, regular 360-degree feedback, and internal movement opportunities.

Work-life balance

According to the majority of employees' reviews online, Dell has a great work-life balance. This means that you won't have any problems balancing your personal life and career when you work at this company. The regular office hours are from 9 am to 6 pm, Monday to Friday. Especially for this role, you'll be required to work shift(s) on a rotating schedule that includes evenings, weekends, and holidays.

Company culture

Dell Technologies Malaysia embraces the diverse and inclusive culture that helps to create a friendly workplace where differences are welcomed and people of all backgrounds come together to build enduring relationships.

About you

You will be the candidate if you meet the essential requirements below:

• Ability to demonstrate a sense of urgency regarding customer-reported issues.
• Excellent telephone and customer handling skills.
• Excellent analytical and logical thinking skills.
• Ability to work under pressure.
• Ability to deal professionally with demanding customers.
• Ability to learn processes & procedures, new products, and technologies.
• Exceptional verbal and written communication skills, with proven experience interacting with a range of personalities and styles, to establish effective relationships at all levels of the organization.
• Ability to work shift(s) on a rotating schedule that includes evenings, weekends, and holidays.
• As a 24x7x365 organization, the ability to work shifts on a rotating schedule that includes holidays and weekends is a must.
• Applicants are required to work in Bayan Lepas, Penang at least 2 years

It will also be better to have the desirable qualifications below:

• New graduate (less than a year) in Computer Sciences / Information Technology degree related discipline  
• Understanding and technical ability for Servers/Storage/Networking will be advanced but not required
• Industry qualifications: CompTIA Server+, MCSE, VCP, CCNA good to have but not required

How to apply

To apply for this job, click the "Apply on employer site" button on this page. We will navigate you to Dell Malaysia's official link for this vacancy. Make sure you have read the details above properly.

Sources

These sources were used in researching this page:

• jobs.dell.com/malaysia
• jobs.dell.com/growing-your-career
• glassdoor.com/Reviews/Dell-Technologies-Malaysia-Reviews-EI_IE1327.0,17_IL.18,26_IN170.htm?filter.iso3Language=eng
• glassdoor.com/Benefits/Dell-Technologies-Malaysia-Benefits-EI_IE1327.0,17_IL.18,26_IN170.htm