Dell Technical Support Specialist L1 - L2 in Sydney, Australia

Technical Support Specialist L1 - L2

Job ID R05635

Date posted 10/09/2017

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.

DESCRIPTION:

This is an excellent opportunity to join a global IT vendor and receive world-class training to kick start your career in IT. In this role you will deliver outstanding levels of customer service to Dell's clients by quickly & accurately diagnosing and repairing Dell's Desktop and Laptop systems.

Based at our office at Frenchs Forest, you will receive and resolve technical issues over the phone and email. You will attend work on a staggered shift basis depending on the needs of the business. Your support will also include maintaining the support history of customer hardware and initiating the dispatch of parts and repair where the customer's problem is not resolvable over the phone. You will learn Dells product range and services and keep up to date with new technology.

Key Responsibilities

  • Receive and diagnose technical issues via phone & email

  • Resolve technical issues and provide an excellent customer experience

  • Attend work on a staggered shift basis, in accordance with the needs of the business.

  • Maintain complete and current support history of customer hardware, using Dell's fault management tools and business applications.

  • Maintain skill set and understanding of Dell's product range and services

  • Create problem resolution information in Dell's Solution tool.

  • Collaborate with peers and technical associates on problem resolution

QUALIFICATION:

  • Advanced technical knowledge and understanding of Desktop and Laptop hardware and technology

  • Advanced technical knowledge of current and previous Microsoft Operating Systems & Office Suites

  • Degree or Diploma in IT related field preferred

  • Minimum 2 years experience in a hardware repair / troubleshooting role

  • Strong troubleshooting / diagnostic ability of hardware and software faults

  • Excellent customer service skills and professionalism

  • Ability to think laterally, possess strong problem solving, planning and prioritization skills

  • Be an advocate of a strong, cohesive team environment

  • Be adaptable and flexible in a fast paced, dynamic work environment

Desirable

  • Industry qualifications - DCSE, MCSE, MCP, CCNA

  • TAFE Qualification in IT or a relevant field

Why work for Dell

With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dells team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.

The Benefits

  • Flexible work solutions

  • Monthly Health Allowance

  • 12 weeks paid parental leave

  • Diverse & inclusive culture

  • Life Insurance & Salary Continuance via Dells super plan

  • Discounted gym memberships

  • Charity volunteer events

  • Dell product discounts

  • A fun work environment & social events

Job ID

R05635