Dell Specialist, IT Support in London, United Kingdom
GENERAL SUMMARYSupports the Corporate Business community and labs providing first and second level dispatch, application/operating system support, and consultation for all IT desktop and lab server needs. Receives, assesses, troubleshoots, and resolves support requests. Duties may also include supporting the internal Voice network, telephone support, and voice messaging systems. Technical support for LAN/WAN networks, LAN administration, troubleshooting hardware and software (routers, switches, hubs, etc.) is required. May be called upon to work on special projects external to workload. May be asked to perform other duties as required.PRINCIPAL DUTIES AND RESPONSIBILITIESFully experienced technician serving as a front line interface to users. Possess full understanding of installing, troubleshooting, configuring, and repairing of Windows client/server (2000, XP, 2003, etc.) and/or Unix client server (Linux, Solaris, AIX, etc.) Operating Systems in both desktop and lab environments. Recommend hardware and software solutions to the customer and the business unit. Assist in testing service packs and patches prior to corporate release.Fully experienced technician able to diagnose problems and fully support (install, troubleshoot, configure and repair) a variety of internal and third party applications for client workstations and servers in both the desktop and lab environments. Assist in testing applications, service packs, and patches prior to corporate wide release. Working knowledge of Microsoft Exchange, perform duties as an Exchange Administrator.Fully experienced technician who can independently implement and install wide-scale data communication networks (wired and wireless) for internal company needs. Possess a full understanding of protocols (TCP/IP and subnetting), VPN, and basic commands from the command prompt (ipconfig, tracert, etc.). Troubleshoot, set, and change VLANs, ports, and subnets on switches within the WAN. Assist in testing patches and updates for networking equipment.Fully experienced technician able to implement and install Voice/Telecom systems (experience with NEC and/or Nortel preferred), Octel Voice Messaging system and deploy new phone and voice mail extensions. Possess a full understanding of and use commands to configure, move, add, and change telephone extensions within the same building as well as from building to building. Troubleshoot, trace, and repair connectivity problems from the jack to the Patch/PBX panels in both LAN/WAN and Telecom environments.Mentor other technicians in specific skill sets as needed. Sets the example for others to follow. May be asked to coordinate and lead projects within the group or special projects outside the group. Plans and coordinates moves outside of normal business hours.Communicate highly technical information to both technical and nontechnical personnel. Provide outstanding customer service and world class support in a large, fast paced, highly pressurized, corporate environment. May be asked to conduct training to other technicians and/or user groups. Assists in identifying and documenting process/procedure changes and/or entering technical solutions in the internal knowledge base.Full understanding of Call Tracking systems and ability to log/update/close tickets, prioritize issues and balance workloads bringing customer problems to full resolution. Identify incorrect process flows within the tracking system and coordinate change as appropriate. Assist Group Leads and/or management in identifying and analyzing SLA trends and other performance measurements.SKILLSProficiency in hardware, software and/or operating systems environments.Strong working knowledge of Microsoft Office products.Ability to influence others to achieve results.Mentoring/Coaching skills.Problem solving skills.Ability to work in a high-pressure environment.Ability to multi-task.Ability to work in a team environment.
When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.
Critical Hiring Criteria:
100 - EMC CORPORATE
United Kingdom - London