About Company
Dell Technologies is a global leader in technology, driving human progress through innovative solutions. With a rich history of empowering businesses and individuals worldwide, we are committed to transforming the digital landscape. Our presence in Glasgow is a vital hub for our UK operations, where we foster a dynamic and inclusive environment for our talented teams. We believe in providing our employees with opportunities for growth, continuous learning, and making a tangible impact on the future of technology. Join us and be part of a company that is shaping tomorrow.
Job Description
Join Dell Technologies, a global leader committed to transforming businesses and shaping the future of technology, as a Technical Support Advisor based in our dynamic Glasgow office. In this pivotal full-time role, you will be the frontline hero for our valued clients, providing expert technical assistance and ensuring seamless resolution of their hardware and software issues. You will be responsible for diagnosing, troubleshooting, and resolving complex technical problems across Dell’s diverse product portfolio, including desktops, laptops, workstations, servers, and associated peripherals. Your expertise will also extend to operating system and common application troubleshooting, ensuring our clients experience minimal downtime and maximum productivity. This is an incredible opportunity for an individual passionate about technology, who possesses exceptional problem-solving skills, and thrives in a fast-paced, customer-centric environment. You will engage directly with clients via phone, email, and chat, guiding them through troubleshooting steps, explaining technical concepts clearly, and documenting all interactions meticulously. You will leverage Dell’s extensive knowledge base, diagnostic tools, and collaborate with senior technical teams when necessary to escalate or find solutions for more intricate issues. We are dedicated to your professional growth, offering comprehensive training programs to keep you at the forefront of technological advancements and career development opportunities within our global organization. If you are a proactive problem-solver with a knack for customer service and a desire to make a tangible impact, we invite you to contribute to Dell’s legacy of innovation and customer excellence.
Key Responsibilities
- Provide first-line technical support to Dell clients via phone, email, and chat.
- Diagnose and resolve hardware and software issues for a range of Dell products (desktops, laptops, servers, peripherals).
- Troubleshoot operating system problems (Windows, Linux, macOS) and common application errors.
- Guide customers through diagnostic procedures to identify and resolve issues.
- Escalate complex issues to senior technical support teams when necessary.
- Document all support interactions, troubleshooting steps, and resolutions accurately in the CRM system.
- Maintain a high level of customer satisfaction through professional and empathetic communication.
- Stay up-to-date with new Dell products, services, and technological advancements.
- Collaborate with team members to share knowledge and best practices.
Required Skills
- Proven experience in a technical support role, preferably in an IT hardware/software environment.
- Strong understanding of PC architecture, operating systems (Windows, basic Linux/macOS), and networking fundamentals.
- Excellent problem-solving and analytical skills with a methodical approach.
- Exceptional communication skills, both verbal and written, with the ability to explain technical information clearly.
- Customer-focused with a strong commitment to providing excellent service.
- Ability to work effectively in a fast-paced, high-volume environment.
- Proficiency in using CRM systems and remote support tools.
Preferred Qualifications
- Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional).
- Experience with server hardware and virtualization technologies.
- Familiarity with Dell's product portfolio.
- A degree or diploma in Information Technology, Computer Science, or a related field.
- Fluency in an additional European language.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive private medical and dental insurance.
- Generous paid time off, including holidays and sick leave.
- Pension scheme with company contributions.
- Employee discount programs on Dell products.
- Extensive career development and training opportunities.
- Modern, collaborative office environment with excellent facilities.
- Access to Employee Assistance Programs for well-being support.
- Opportunities for global career advancement within Dell Technologies.
How to Apply
To apply for this exciting opportunity, please click on the application link below. Ensure your resume highlights your relevant experience and technical skills. We look forward to reviewing your application and potentially welcoming you to the Dell Technologies team in Glasgow.