Please find below details for the SME – Dell Server

Job is about providing L2 Support to customer on issue related to Dell Servers:

SME will assist and provide the inputs to L1 Tech Support Engineer in troubleshooting customer tickets

Responsibilities of SME:

Frontline Server Engineers (L1 Support) will get the logs from the customer and they will approach SME’s for troubleshooting the logs.

SME(L2 Support) will be responsible in assisting & troubleshooting issue's like:
• Dell Rack Power Servers
• No Post
• No Boot
• Hardware Issue like Memory, CMOS, PSU Part Support
• Management Console like ID RACK, OME, OMSA
• Software Issue like OS Config & Upgradation, Application Issue on OS Etc.,
• Raid configuration & troubleshooting

Required skills
• 2+ years of experience in Server Support.
• Dell PowerEdge Server
• Experience in BPO/international customer handling
• Communication Skills
• Willingness to work a flexible schedule

Preferred/Nice to have
• VMware
• Windows
• Linux basic commands
• Desirable PowerEdge Associate (DCA) certification

SME – Dell Servers

Job Description:

A Subject Matter Expert is responsible to assist the team resolve the customer’s technical problems in a friendly, timely and accurate manner.

Subject matter expert develops reasonable level of expertise on a selected product/technology. As an SME an individual is required to demonstrate his/her strong conceptual & troubleshooting knowledge on Server Domain (Power Edge)

Principal Duties and Responsibilities:
• Carries appropriate knowledge on Server Domain
• Applies advanced and demonstrated knowledge of a wide range of policies and procedures for the area.
• Instrumental in coaching and driving agent performance
• Responsible for the technical improvement of the engineers for his LOB
• Drive weekly technical triages and review existing escalations with Tier 2’s
• Daily technical Reviews on Top issues & case load
• Acts as a highly skilled specialist in one or more areas.
• Keeps abreast of external industry trends and latest advances.
• Report on case aging, commitments to customer, and develop trend analysis
• Share feedback on Product improvement with stake holders

Education and Experience:
• 3 years+ of related experience in a professional role with a Bachelor's degree; or equivalent experience
• Detailed knowledge of Server Technology and Dell's Power Edge Server Product line.
• Knowledge on Windows or Linux or VMWare Virtualization Server Operating Systems.
• Mandatory CompTIA A+ & SERVER+ certification
• Desirable PowerEdge Associate (DCA) certification
• Excellent Verbal and Written communication Skills in English
• Willingness to work a flexible schedule