Enterprise Solutions Team Lead – Round Rock, TX – IF/B3 Job Level
· Acts independently with substantial latitude to determine methods and procedures on assignments, setting objectives and deciding how to proceed
· Provides leadership and mentors team members to transfer skills as well as technicians in other support areas
· May triage unresolved issues according to department procedures and answer technical questions, resolve, or escalate problems
· May provide weekly feedback on coaching and training events that took place during the week and how the team is progressing
· Works closely with manager to communicate any employee issues, and have the manager deal with them directly
· May be responsible for the technical skill development of a team and evaluated on how well they perform on key performance indicators
· Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner – as determined via case audits, scrubbing, etc
· Responsible for partnering with technician to obtain resolutions to complex technical issues- helps others deliver results
· May develop and deliver training materials within the group
· Performs problem investigation and research to resolve Customer issues; Provides guidance, leadership, technical consultation and training to less experienced team members
Qualifications
· Able to deal with high degrees of ambiguity
· Works effectively and efficiently under time constraints and high stress/pressure environments
· Experienced communication skills (email/phone etiquette)
· Manage time and prioritize effectively
· Working research and analytical skills
· Demonstrate initiative and good judgment in resolving issues effecting customer satisfaction
· Significant knowledge of Dell products, customer service, policies and procedures
· Experienced organization and problem solving skills
Certification Requirements
One or more engineering-level certifications, such as (but not limited to):
MCSE
LPI 3
RHCE
Experience
2 + years relevant experience in providing technical support with relevant technologies.
About Dell Inc.
Collaboration. Individual drive. A passion for technology. That’s what success sounds like at Dell. It’s this dedication to finding unique solutions that has given rise to many of our energy-smart, green initiatives. Sound like something you can get behind? Join our team, and you’ll work in a dynamic environment with other motivated, talented individuals who care about protecting our planet. Plus, you’ll get the mentoring, support and training you need to succeed on your own terms.
Dell offers a competitive Salary and Bonus plan as well as a great Benefit Package. Please visit the About Dell section at www.dell.com for more information. Relocation to this area is not available for this position.
Dell is an Equal Opportunity Employer.
To learn more about our commitment to Diversity & Inclusion, visit: Equal Employment Opportunity Policy Statement
Requisition Number: 11001QLQ
Apply Now