Senior Tech Support Engineer / Team Leader (L3) -

Senior Technical Engineer is responsible for customer Dell Environment. The Senior Engineer must manage multiple projects and issues simultaneously. Issues need to be logged and tracked to completion.

The Senior Technical Engineer needs good presentation skills.

There is Daily interaction with Customer users Remotely or face to face and the engineer must always present Customer’s IT Department in a positive light.

The Senior Technical Engineer provides training to lower-level engineers and technicians on a regular basis and in many forms.

The Senior Technical Engineer may also be asked to mentor new staff members or lower-level staff members who are interested in advancement.

Skills

A bachelor’s degree, equivalent certifications, or equivalent work experience are required. A Senior Technical Engineer typically must have worked in the field for at least three to four years and possess advanced knowledge and troubleshooting skills.

General Requirements

-           Bachelor’s degree is a minimum requirement (BA in IT, CS, CE)

-           ITIL or other certifications.

-           8 Years Minimum Experience.

-           Advanced knowledge and troubleshooting skills.

Technical Requirements

-           Experience with Windows 10 / 11 and MAC OS

-           Availability for after-hours telephone support.

-           Ensure all tickets are closed within Customer’s internal approved SLA

-           Install, Configure and Troubleshoot all hardware, Software and network printers.

-           Assist & maintain Wired LAN and Wireless networks.

-           Manage Microsoft System Center Configuration Manager (SCCM).

-           Manage Microsoft Intune

-           Microsoft Autopilot Registration

-           Application Packaging.

-           Deployment of Windows Operating System and applications.

-           Responsible to co-ordinate with other entities for setting up the virtual meetings

-           Evaluate and understand new products for training purposes.

-           Provide support, guidance and assistance to Junior Technical Support Engineers or Technical Support Engineers.

-           Ensure all procedures are implemented.

-           Provide reports where / when required.

-           Ability to multi-task and maintain priorities.

-           Ability to maintain excellent Customers service report.

-           Any other duties which may from time to time be requested by Technical Support Manager or Management.

-           Hardware skills with Dell Technologies Client hardware (Laptops, Desktop and Workstations).

-           Preferred Skills on, but not required (Will receive training on the below):

• Dell TechDirect
• Dell SupportAssist
• Dell Client Command Suite