Enterprise KACE Technical Support Sr. Associate in National Capital Reg, Philippines

at Dell

ICT / Telecommunications
Information Technology and Services
Minimum Qualification
Bachelor's Degree
Required Experience
1 - 3 years
Employment Type
Full Time
Male or Female

Job Description

· Answer ACD calls and address the customer's technical support needs or handle/route accordingly. Provide technical support on operational or maintenance of a personal computers and /or peripherals using documented procedures and available tools. 
· Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls. 
· Escalate problems when unable to make proper determination. 
· Remain knowledgeable of Dell's product line and service offerings, current industry products and technologies. 
· Log customer contacts. 
· Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions. 
· Complete required product training modules on time to remain competent of current technology offerings. 
· Identify and provide input on unique or recurring customer problems. 


· Mainstream DOS and Windows Applications including Windows 8 
· PC Hardware for desktop and portable systems 
· Microsoft Operating Systems 
· Thorough knowledge on Wireless/Wired Network connectivity 
· Experienced on Basic to Advanced Network Troubleshooting 
· Knowledge around Virus and Spyware is a must 
· Thorough knowledge of the technical reference tools (e.g. DSN, Training & Development, Customer Support Website, Forums, Approved WWW tools) 
· Understanding of support policies and procedural guidelines 
· Organizational skills. 
· Interpersonal skills. 
· Excellent telephone soft skills. 
· Thorough telephone functional skills 
· Ability to handle stressful situations. 
· Ability to deal professionally with irate customers. 
· A+, MCP, C.NA, DCSE certification preferred. 

Minimum of at least 18 mos. in handling a technical account (i.e. hardware or any computer-related troubleshooting) 
Education and Certifications 
· COMPTIA Network+ 
· COMPTIA Security+ 
· Prefer AA/AS degree or equivalent technical training 
· Highly Preferred: DCSE, A+ certifications 
· Preferred: MCP, CCNA certification

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