Role: Senior Implementation Specialist
Hours: 6 months
Location: Highlands Ranch, CO , Ashburn, VA
Perform installation and re-configuration of server hardware components for Re-deployment in customer's Datacenters.
Assist with troubleshooting issues for servers located in that data center.
Act as a point of escalation for server issues, especially if Dell requires an on-site field resource to gather logs, troubleshoot or get on a WebEx with support.
Install, update, maintain and utilize the Dell EMC systems management tools (OpenManage Enterprise, SupportAssist & TechDirect)
Participate in monthly Service Delivery Review meetings conducted by Dell TSM.
Establish regular monthly cadence meetings with Dell Sales and pre-sales teams to ensure SOW and customer expectations are being met
Provide Proactive and reactive support to Customer's environment.
Work closely with the Service Account Manager and Customer to quickly resolve any issues.
Provide assistance with determining root cause analysis and remediation for any known bugs or issues.
Troubleshoot the failed hardware component or advise Customer for items out of scope of this Statement of Work. Software related queries for example will need to be addressed with Dell Technical Support via phone by the Customer.
If required, contact the System Consultant or Service Account Manager, if additional troubleshooting assistance is needed.
If required, the Technician may, at DT Services' discretion and or direction, contact a 3rd party Service Provider for additional troubleshooting assistance.
If required, the Technician may perform component level upgrades on existing systems. For example, add RAM, hard drives, or add-on cards. This assumes the upgrade is fully supported.
Planning and Goal Setting
Obtain from customer and review the site technical requirements/architecture.
Conduct a goal meeting of approximately two (2) hours and agree on a prioritized set of goals and daily plan of tasks and record in sprint backlog.
Execute against sprint backlog and record in sprint tracker; provided any such execution and recordation is limited to the fixed time period of this service and does not include any fixed scope deliverables. Daily Review Meetings and Task Execution
Daily review meetings to review progress and refine goals and priorities.
Execute against sprint backlog and record in sprint tracker.
Project Conclusion
Provide a report reflecting the services performed and demonstrate any completed work.
Activities and Outcomes
The Services typically include the following activities depending on your needs:
Backlog planning and prioritization.
Daily review meetings.
Execution against backlog.
Wrap-up and demonstration of completed work.
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