Senior Engineer
Technical Support (Japanese Speaking)
Join us as a Senior Engineer on our Technical Support team in Cork / Limerick / Dublin to do the best work of your career and make a profound social impact.
What you’ll achieve
Provides remote technical support expertise in a complex information infrastructure environment with the need to integrate Dell Technologies products and systems with other Dell Technologies and non-Dell Technologies computer systems being operated by customers. Resolves critical issues for Japan ProSupport Plus customers during Japan night hours. Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both Dell Technologies' business operations and the business operations of Dell Technologies customers. As a Senior Engineer, you will be responsible troubleshooting different Dell Products, including storage and server products and work closely with peers and internal SMEs to increase knowledge and resolve customer issues.
You will:
1. Take ownership of technically sophisticated customer-reported issues from web, phone, chat and email and work closely with the customer until complete resolution.
2. Document relevant information and ensure the customer is communicated with in a timely manner regarding the overall progress of their issue.
3. Resolve customer issues, working closely with the Engineering, SE and other multi-functional teams.
4. Provide qualified information to Engineering so they can improve product quality and reliability.
5. Make sure customers are treated with the highest degree of respect and drive operational excellence through quality closures.
Take the first step towards your dream career.
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:
Essential Requirements
6. Business level Japanese (speaking and writing)
7. 5+ years of Japanese customer support experience as an IT Infrastructure Support engineer.
8. Strong customer orientation, excellent phone etiquette and work ethic
9. Extensive knowledge of infrastructure, client and cloud solutions
10. Excellent communications skills and ability to work with calmness and composure under stress.
Desirable Requirements
11. Bachelor’s degree
12. Additional language required.
Dell’s Hybrid Work Culture
We feel freedom and flexibility are crucial—our flexible and hybrid work style allows team members to have the freedom to ideate, be innovative, and drive results their way.
13. Team members who live within a one-hour commute of a major Dell site location will be considered hybrid and expected to be onsite a minimum of three days per week, while the other days can be from anywhere.
14. Team members who live more than a one-hour commute from a major Dell site location will be considered remote but may have the option to work hybrid should they choose to, with their leader’s approval.
Closing date: 26th July 2024.