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Dell Lab Support Senior Engineer - Round Rock, TX in Round Rock, Texas

Lab Support Senior Engineer

Lab Support Engineering is at the heart of a worldwide lab operations team providing 24x7 lab access, service and solutions support in multiple locations. Independent and flexible, team members are always ready to adapt to the changing daily priorities. They make an impact in all kinds of ways – from installing and maintaining servers and storage equipment within the fast-paced lab computing environment, through to providing top-level technical expertise and support to engineering departmental users. What’s more, they work with engineering teams to create hardware configuration test plans in support of software development.

Key Responsibilities

  • Maintain lab infrastructure in working order.

  • Interface with teams to guarantee we provide them the infrastructure they need and assist them with technical issues dealing with the lab operations. .

  • Monitor lab metrics; adherence to service level agreements, measures utilization rates of all hardware, verifies adherence to process for the lab team, customer satisfaction levels, etc

  • Working with teams to gauge their future needs and communicating those needs to Lab Manager, Rack space, bench space, power reqs, etc.

  • Act as escalation point to resolve issues with customers. Involve Lab Manager as needed to arrive at quick and amicable conflict resolutions.

  • Works with Lab Support Team members to keep all infrastructure updated on schedule, and helps lab team onboard new hardware quickly

  • Deal with customer tickets promptly, building server configurations to customer specifications, providing assistance to customers on config related questions, maintaining lab infrastructure, racking systems (some lifting required)

  • Maintain a thorough understanding of all documented processes and procedures

Essential Requirements

  • 3+ years lab operations experience, working in a server hardware lab environment

  • 5+ years customer facing experience. Handling customer issues, escalations, achieving compromise solutions in short timelines

  • Demonstrated strong problem solving and analytical skills, ability to work independently or in a team. Excellent communication and interpersonal skills

  • Experience supporting Dell PowerEdge Servers or Dell Software environments

  • Experience working issues submitted via ticketing software, generating reports, monitoring lab resources, and informing management on status.

  • Ability to lift at least 25lbs and work with team to rack/stack servers and hardware.

Desirable Requirements

  • One or more industry certifications such as A+, VMware VCP, Network vendor cert, Cisco cert (Data Center, CCNA), Microsoft MCSE, or similar

  • Experience with troubleshooting tools and process, lab safety standards.

  • Experience with Jira, Confluence, MS Visio, MS Office, and database administration

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here (https://jobs.dell.com/diversity-and-inclusion) .

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy-statement) .

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