Sr.Analyst, Enterprise Technical services
Dell
Cairo, Egypt
منذ 12 يوم
  • Reviews technical solution articles for accuracy and completeness, and give feedback to the authors
  • Acts as a remote customer advocate to champion specific customer needs in collaboration with field team
  • Understands and uses sphere of influence extending outside of the department
  • Participating in and leads conference calls with customers Knows their audience and articulate accordingly
  • Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.
  • regularly submits content to the knowledge database

  • Validates technical information and issues early warning and disseminates information as needed
  • Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution
  • Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues
  • Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
  • As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required
  • Works toward becoming subject matter expert in a particular area or areas
  • Mentors and / or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs
  • Applies systems analysis techniques and procedures to determine hardware or software systems functionality
  • Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices;
  • uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments

  • Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues
  • Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate
  • Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment
  • Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes;
  • assuring all appropriate individuals are notified of ongoing issues and problem resolution status

  • Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills;
  • prepares articles for other TSEs and / or customers regarding technical solutions

  • Ability to work in a high-pressure environment.
  • Customer Service skill.
  • Troubleshooting skills.
  • Presentation skills.
  • One or more of the below skills are highly required :
  • Good knowledge of security fundamentals.
  • Working knowledge of Linux based servers, network protocols and web-based applications.
  • SQL Query Language
  • Active Directory Administration knowledge
  • API / SDK experience
  • Knowledge of Networking, Architecture & Administration
  • Education Required :

    Bachelors in IT, Communications or Computer Science(Technical)

    Experience Required : 2+ years relevant experience

    Physical Requirements :

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    بريدي الالكتروني
    بالنقر فوق "متابعة"، عطي نيوفو الموافقة على معالجة بياناتي وإرسال تنبيهات البريد الإلكتروني لي، وفقًا لسياسة الخصوصية الخاصة بنيوفو. يمكنني إلغاء اشتراكي أو سحب موافقتي في أي وقت.
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