KACE OVERVIEW
Originally founded in 2003, KACE was acquired by Dell in 2010. Today Dell|KACE and its award winning Family of
Systems Management Appliances address the IT management needs of organizations of all sizes. Dell|KACE is the
industry’s fastest growing system management solution.
Now part of the Dell Software Group, we have an unrivalled opportunity to work in our EMEA KACE SUPPORT TEAM,
where you'll offer the highest level of technical support, advisory services & procedural advice to our high-end enterprise
customers and first-line support teams.
Duties include:
- Act as an escalation point for KACE software/solutions queries, quality & process.
- Co-ordinate resources to resolve technical issues and manage customer relationships.
- Monitor & review the unassigned KACE Support Request queues to ensure all cases assigned and resolved with target
Service Levels.
- Assist with Sev1s/CritSits & escalations in a timely fashion and engage key areas of the business to resolve customer
queries as efficiently as possible.
- Ensure the KACE team delivers on common goals of performance & efficiency as measured by the departmental
targets.
- Adhere to KACE case management best practices within the team.
- Monitor & review daily KACE activity report to ensure all cases are updated in a timely & professional manner.
- Follow up with customers via phone and email to ensure a total solution for their technical issues
- Escalate calls, as appropriate, to the respective group for higher level technical support
Role Requirements
- Fluent in English and at least one other of German/French/Spanish or Italian.
- Expert knowledge of Enterprise architecture/technology/software product line and service offerings.
- Proven track record in managing multiple escalations with effective follow-up
- Excellent communications, interpersonal and customer handling skills
- Comprehensive knowledge of case management workflows and policies, and ability to determine course of actions based
on given guidelines
- Ability to work under pressure
- MCP or suitable Microsoft Certification
- Network related certification
- Linux/MAC OS experience preferable
Experience
- 3 years relevant experience in providing technical support with relevant technologies.
- Experience with Active Directory and Systems Management
- Fluent Japanese.
- English skill required(Fluent preffered)
Preferred Experience:
- Prior Technical customer support or IS Helpdesk/Phone support experience or experience supporting internal system users
- Prior VMWare administration or support experience
- VMWare certifications are a plus
- Ability to read/write PowerShell and SQL scripts
- BSCS preferred
**Job:** **Product Services - Enterprise Technical Support*
**Title:** *Technical Support Sr.Analyst*
**Location:** *AP-JP-Tokyo*
**Requisition ID:** *150017W1*