German-Speaking Technical Support Engineer - Elastic Cloud Storage

Dell Technologies; Cork; On-site; EUR 52,000 - 64,000; Full time

Job summary

Dell Technologies is seeking a German-speaking Technical Support Senior Engineer to join the ECS team in Ireland. You will provide frontline remote technical support for enterprise environments, diagnosing hardware and software issues and driving resolution with advanced troubleshooting tools.

You will collaborate with European customers and skilled advisors, document findings, and contribute to the knowledge base while maintaining high customer service standards within a 24x7 operation.

Qualifications

• OS and system administration experience across UNIX/FreeBSD, Linux, Windows, VMware.
• Networking protocols proficiency (TCP/IP, NFS, SMB, iSCSI, HTTP, FTP) and directory services (LDAP, NIS, ADS).
• Fluency in German and English with strong communication and customer service skills.

Responsibilities

• Deliver frontline remote technical support and resolve complex IT issues across enterprise environments.
• Diagnose hardware and software problems and drive resolution through advanced troubleshooting tools.
• Contribute to knowledge articles and mentor peers within the Dell Global Service Desk.
• Support a 24x7x365 operation with flexibility for shift work as required.

Skills

German language

English language

Networking knowledge

Education

University degree or technical field

Microsoft certifications

Job description

At Dell Technologies, world-class service doesn't end when our customer purchases our innovative products. Our Technical Support team is there for them whenever they need help - no matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there's an issue with a customer's product, we will analyze it, identify the cause, recommend a solution and document the problem.

Join us as a German-Speaking Technical Support Senior Engineer on our ECS team in Ireland to do the best work of your career and make a profound social impact.

What you'll achieve

As a Technical Support Engineer, you will be responsible for delivering front-line remote technical support and resolving complex IT issues across enterprise environments. You will work with European customers and highly skilled technical advisors on diagnosing hardware and software problems, driving resolution through advanced troubleshooting tools, and championing the customer experience as part of the Dell Global Service Desk.

You will:

• Diagnose and resolve complex issues by applying systems analysis techniques, advanced troubleshooting tools, and diagnostic procedures across unique customer environments, escalating to senior resources when necessary.
• Communicate and document effectively by maintaining closed-loop communication with internal and external stakeholders, managing your own caseload priorities, and setting clear expectations with customers throughout the resolution process.
• Build and share knowledge by contributing technical solution articles to the knowledge database, reviewing content for accuracy, mentoring less experienced team members, and participating in eServices content creation such as chat, support forums, and self-service resources.
• Develop subject matter expertise by continuously learning new technologies and products while coaching peers through presentations and informal training sessions.
• Support a 24×7×365 operation with flexibility for shift work, weekends, holidays, and on-call responsibilities as required.

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here's what we are looking for with this role:

Essential Requirements

• University education (preferably a technical degree) or relevant Microsoft certifications, with 2+ years of experience in OS and system administration (UNIX/FreeBSD, Linux, Windows, VMware).
• Strong knowledge of networking and file-serving protocols (TCP/IP, NFS, SMB, iSCSI, HTTP, FTP), directory services (LDAP, NIS, ADS), and experience with network packet capture and analysis including Layer 2/3 protocols.
• Fluency in German and English with excellent communication, interpersonal, and customer service skills, plus the flexibility to work shifts in a high-pressure environment.
• Ability to work independently, quickly learn new technologies, and apply analytical problem-solving across complex technical environments.

Desirable Requirements

• Experience providing remote IT support, with scripting skills in Python or Bash, familiarity with Docker, and/or proficiency in a second European language.
• Understanding of Dell/EMC products and their value to customers.