Dell Analyst, IT Technical Analysis in Beijing, China
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.
Supports the Corporate Business community providing first level dispatch, application/operating system support, and consultation for all IT desktop and Server needs. Receives, assesses, troubleshoots, and resolves IT 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 (PCs, Routers, Switches, Printers, Phone Systems, Mobile Devices etc.) and software 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 RESPONSIBILITIES
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.
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. Will be responsible for the local Corporate IT Assets and it’s tracking in our global asset management database
Is able to completely 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 environments. Assist in testing applications, service packs, and patches prior to corporate wide release. Working knowledge of Microsoft Exchange.
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. May deliver end-user training or workshops and educate users or workgroups in EMC’s IT Collaboration Tools.
Possess full understanding of installing, troubleshooting, configuring, and repairing of Windows client/server, MAC OS (including Casper), and/or Unix client server 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.
Able to implement and install Voice/Telecom systems (experience with Cisco’s VoIP, NEC and/or Nortel preferred), 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/WLAN and Telecom environments.
May mentor other technicians in specific skill sets as needed. Sets the example for others to follow. May be asked participate in projects within the Group, within IT, and throughout EMC, participates in, and may coordinate, critical projects and office moves outside of normal business hours.
Knowledge of Unix, Windows, Mac OS, Internet Security, ERP systems, SaaS offerings, and proficient in Microsoft Office applications.
Knowledge with appropriate networks, products and protocols.
Experienced in Incident Management Systems, should have ITSM/ITIL knowledge
Sense of urgency and the ability to work in a high-pressure environment
Customer Service skills including ability to interface with highly-technical customers
Education Required: Associate (Technical)
Experience Required: 5+ years relevant experience, or equivalent