Technical Support (Tagalog 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

At Dell Technologies, the purchase of their innovative products is not where the world-class service ends. The Technical Support team is available for customers whenever they need assistance – be it via phone or email, online, or on social media. No matter the complexity of the challenge, they rise to meet it. They answer questions about the installation, operation, configuration, customization, and use of Dell Technologies products. For critical matters, they utilize their systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, they’ll analyze it, identify the cause, recommend a solution, and document the problem.

There’s an opportunity to do the best work of your career and make a significant social impact as a Senior Technical Support Technician on their Product Services Team in Bayan Lepas, Penang.

What you'll achieve

As a Senior Technical Support Technician, you will work with highly skilled technical advisors to develop and deliver solutions that enable customers to maximize returns on IT investments, drive efficiencies, and reduce costs.

What you'll do

• Diagnosis, troubleshooting, and responding to customer technical problems/issues related to hardware, software, and networking via e-mail/chat, online, social media, and phone.
• Assists customers by diagnosing problems and providing resolutions for technical service or care issues, uses troubleshooting techniques and tools to identify products that are defective, and follows guidelines in issuing service calls/contacts.
• Escalation of issues to the Product Support team and/or Technical Support Manager to resolve the issue to the customer's complete satisfaction.
• Analytical, articulate, result-oriented, and provides excellent follow-up, Identifies, researches, and provides input on unique or recurring customer problems, advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
• Maintain accurate call logging and tracking into the Helpdesk database, possess excellent communication skills and the ability to work with a diverse range of people with varying levels of technical understanding and ability in an international environment.

Training & development

Dell has a variety of programs to empower and inspire team members to personalize their career journey and build the portfolio of value they bring to the table by building skills, gaining experience, and learning new things through mentorship, coaching, training, feedback opportunities, challenges, and recognition. The company is committed to providing its people with continuous formal and virtual training, mentorship programs, and internal movement opportunities. 

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 hour itself is 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

To apply for this role, you need to meet the qualifications below:

• Essential requirements
  • Possesses understanding and technical ability for Servers/Storage/Networking.
  • Good knowledge and/or working experience on DELL Technologies products with/or working experience on operating systems like UNIX and Windows and awareness on Virtualization, VMware, Microsoft, Red Hat, and Networking.
  • Industry qualifications: CompTIA Server+, MCSE, VCP, CCNA.
  • Possess excellent English proficiency communication skills and the ability to work with a diverse range of people with varying levels of technical understanding and ability in an international environment.
  • High proficiency in spoken and written English and ability to take on shift work, holidays, weekends, and on-call responsibilities
• Desirable requirements
  • Fresh graduates with a Degree in Computer Sciences/Information Technology related discipline or equivalent prior work experience in a related field.

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