Dell Critical Response Engineer (CRE) in Milan, Italy

Job Description:

General Summary:

Serves as an expert in the diagnosis and use of DellEMC hardware & software products. Provides escalated support for hardware & software products. Travel needs are up to 75% of the working time and 25% as remote. Onsite presence is often required for problem resolution. Works with other DellEMC business units to ensure problem analysis resolution. Deployed on short notice for onsite, remote or consult engagements.

DellEMC 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.

Area of expertise – Isilon

Principal Duties and Responsibilities:

Technical/Functional Focus:

  • Analysis of high complex environments on escalated issues with direct access to product engineering. Diagnoses the most complex software & hardware issues. Utilizes diagnostic aids, tools, test equipment, technical bulletins, reference material and experiential expertise. Identification of the problem causes and defining the path to resolution. Diagnosis also includes both proactive and reactive performance resolution. Advises customers, partners, and Global Services personnel on technical matters, such as complex issues and diagnostic techniques in particular with onsite assistance. Drives suggestions to improve operating procedures through to the customer.

  • Updates case notes and completion activities to EMC ServiceCloud and or other technical applications for Problem Reporting/Resolution. Effectively coordinates and leads cross functional resources to build action plan and resolve customer s technical issues. Engages appropriate specialists, technical support groups as well as members of sales teams. Represents EMC in a professional manner to customers, EMC Partners and other EMC personnel at all times. Partners with Global Service Customer Support Organization, Engineering and other internal EMC organizations to share learning and provide recommendations for future product releases.

Administrative/Individual Development Focus:

  • Prepares, maintains and submits activity/progress reports and time recording/management reports in accordance with published procedures. Maintain strong technical/product knowledge with both formal and informal training in contemporary technological areas. Uses discretion and good judgment to determine when escalation is appropriate.

  • Upon Engagement via CRE request, provides Daily status report for internal stakeholders during remote and onsite engagements. A final engagement report to be distributed within two business days after the engagement including all technical findings, observations and recommendations as a result of the engagement

Essential Skills:

  • Strong foundation in the technical Isilon Domain (NAS)

  • Onsite competency in the ISILON domain needed for critical onsite interventions based on the successful CRE model.

  • Education Required: Bachelors (Tech) or equivalent

  • Must have a valid driver's license. Travel time and hours outside of traditional 9-5 work arrangement may be required.

  • Field/support experience in comparable IT environment as well as proficiency in, software and/or operating systems environments

  • EMC Proven Professional Certification desired.

  • English language skills

Desirable Skills:

  • Communication skills

  • Analytical ability.

  • Interpersonal skills.

  • Conflict resolution skills.

  • Problem solving skills.

  • Ability to work independently.


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.

DellEMC 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. DellEMC encourages applicants of all ages.

EMC Values:

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:

Functional Area(s):

Customer Service & Support, Educational Services & Training


EMC Corporate

Business Unit:



Austria - Vienna, Germany - Frankfurt, Italy - Milan, Netherlands - Amsterdam, Spain - Madrid, Switzerland, United Kingdom - London