Senior Engineer, Technical Support
Dell
Cairo, Egypt
منذ 2 ساعات
source : Akhtaboot

Job Description and Requirements

Primary Responsibilities :

  • Provides technical consultation to customers and assists them to get all preparation work done for the scheduled change.
  • Works with scheduling team to fulfill customer’s expectation.
  • Goes through change control process to ensure customer’s environment won’t be exposed to any risk.
  • Performs scheduled tasks via remote connections and provides regular updates to customer.
  • Follows troubleshooting steps and / or escalates to next level in case any issues occur during the scheduled task
  • Reviews technical solution articles for accuracy and completeness, and gives feedback to the authors.
  • Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.
  • Participates in and possibly leads conference calls with customers. Knows their audience and articulate accordingly.
  • Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledge-base content, Support forums, etc.
  • regularly submits content to the knowledge database.

  • Validates technical information and issues early warning and disseminates information as needed.
  • Takes escalations from junior team members to resolve more complex issues.
  • Manages own cases. Ensures SLO and all other compliance requirements are met.
  • 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 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

    Requirements :

  • Bachelors Computer Engineering or Computer science
  • Experience Required : 6+ years relevant experience
  • Knowledge in Linux administration and management
  • Microsoft OS / DB knowledge
  • Proficient in VMware virtualization technology, be familiar with vSphere suite (ESXi, vcenter, vRA etc).
  • Knowledge in TCP / IP networking and IP switches
  • Experience with Exchange, SQL, Hyper V , Oracle is a huge plus
  • Ability to work in a high-pressure environment.
  • Customer Service skill.
  • Troubleshooting skills.
  • Understanding of DellEMC's products and their value added to the customers
  • Backup and Recovery Experience is highly valuable
  • French, Spanish or German is a great plus
  • قدِّم طلب ترشيحك
    بريدي الالكتروني
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