Technical Support Engineer – Dell Compute | PowerEdge & Modular (B2B)

Technical Support Engineer – Dell Compute | PowerEdge & Modular (B2B) 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 Technical Support Engineer – Dell Compute | PowerEdge & Modular (B2B) on our Dell’s Compute Technical Support team in Ireland to do the best work of your career and make a profound social impact. What you'll achieve Our team is part of Dell's Compute Technical Support organization, providing enterprise-level (B2B) support for PowerEdge Rack&Tower, and Modular (MX series) server platforms. The Technical Support Engineer will serve as the first point of contact for business customers, diagnosing and resolving hardware and software issues across the PowerEdge portfolio. Day-to-day, the engineer will manage inbound cases, perform remote troubleshooting using Dell diagnostic tools, coordinate parts dispatches, and ensure timely resolution within SLA commitments. This role is ideal for someone passionate about enterprise infrastructure and delivering exceptional support to business-critical environments. You will: Diagnose and resolve hardware and software issues on Dell PowerEdge Rack, Tower, and Modular (MX) server platforms for enterprise B2B customers via phone, chat, and remote sessions Utilize Dell diagnostic tools including iDRAC, Lifecycle Controller, SupportAssist Enterprise, and Dell online diagnostics to identify root cause and drive resolution Manage case workload effectively, ensuring all customer interactions are documented accurately and resolved within defined SLA/service contract commitments (ProSupport, ProSupport Plus, Basic) Coordinate parts dispatch and field engineers when on-site hardware replacement is required, ensuring correct part identification and timely resolution Collaborate with escalation teams (L2/L3 engineering) and cross-functional groups to resolve complex issues and contribute to knowledge base documentation for continuous improvement 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 Foundational understanding of server hardware architecture – processors, memory (DIMMs), hard drives (SAS/SATA/NVMe), RAID controllers (PERC), power supplies, and cooling systems Basic knowledge of server operating systems including Windows Server and Linux distributions (RHEL, SLES, or Ubuntu Server) Understanding of networking fundamentals (TCP/IP, DNS, DHCP, NIC configuration) as they relate to server connectivity and management interfaces Strong analytical and troubleshooting skills with a structured, methodical approach to problem-solving Excellent communication and customer service skills with the ability to manage expectations in a professional B2B enterprise environment Desirable Requirements Hands-on experience or familiarity with Dell PowerEdge platforms, iDRAC, OpenManage Enterprise, or Dell Modular (MX) infrastructure including chassis management (OME-Modular) Relevant industry certifications such as CompTIA Server+, CompTIA A+, Dell Certified (DCA/DCE), or Microsoft/Linux certifications – or prior experience in a data center, server, or enterprise technical support role Who we are We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and