Senior Tech Support Engineer / Team Leader (L3)

Senior Tech Support Engineer / Team Leader (L3)

The Senior Technical Engineer is responsible for managing the customer’s Dell Environment, overseeing multiple projects and issues simultaneously. These issues need to be logged and tracked until resolution. Strong presentation skills are required as the engineer frequently interacts with customers, either remotely or in person, and must represent the customer’s IT department in a positive light.

The Senior Technical Engineer is also tasked with providing training to lower-level engineers and technicians regularly, and may mentor new or junior staff members looking to advance in their roles.

Skills Required:

• A bachelor’s degree, equivalent certifications, or relevant work experience.
• At least three to four years of experience in the field with advanced troubleshooting skills.

General Requirements:

• Bachelor’s degree (BA in IT, Computer Science, or related fields).
• ITIL certification or similar credentials.
• Minimum of 8 years of experience.
• Advanced technical knowledge and troubleshooting expertise.

Technical Requirements:

• Experience with Windows 10/11 and macOS.
• Availability for after-hours telephone support.
• Ensure all tickets are resolved within the customer’s internal approved SLA.
• Install, configure, and troubleshoot hardware, software, and network printers.
• Maintain wired LAN and wireless networks.
• Manage Microsoft System Center Configuration Manager (SCCM).
• Manage Microsoft Intune and Microsoft Autopilot Registration.
• Application packaging and deployment of Windows OS and applications.
• Coordinate with other teams for virtual meetings.
• Evaluate and understand new products for training purposes.
• Provide support, guidance, and assistance to junior technical support engineers.
• Ensure adherence to procedures and provide reports when required.
• Strong ability to multitask and prioritize.
• Maintain excellent customer service standards.
• Perform any other duties as requested by the Technical Support Manager or management.
• Strong hardware skills with Dell Technologies Client hardware (laptops, desktops, and workstations).

Preferred (but not required) Skills (training provided):

• Dell TechDirect
• Dell SupportAssist
• Dell Client Command Suite