RSA Senior Technical Support Engineer
Dell EMC -
Cairo, EgyptPosted 4 years ago31People have clicked1 open position
Job Details
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Job Description
- 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.
Job Requirements
Skills:
- Excellent troubleshooting and customer support skills.
- Strong organizational skills – comfortable with managing and prioritizing customer caseloads.
- Ability to visualize, articulate, conceptualize or solve both complex and straightforward problems by making decisions that are sensible given the available information.
- Ability to work well in a team environment.
- Excellent verbal and written communication skills.
Technical Skill set:
- Hands-on experience of Unix/Linux system administration with strong command line knowledge.
- Proficient knowledge of network security to include firewall configuration and SSL-based secure communications, Proxy configuration & IPSEC VPN.
- Good knowledge of network fundamentals concepts to include routing, switching, VLANs & VPNS.
- Technical proficiency across windows platforms including Microsoft Windows Server, Microsoft Active Directory & Microsoft SQL Server.
- Strong knowledge of Relational (MySQL) and NoSQL (MongoDB) databases.
- Configuration management Fundamentals to include Chef, Puppet & Salt.
- Knowledge of Scripting Language: Python.
- Experience with Security Assessment tools (NMAP, Nessus, Metasploit) and packet capture analysis tools (Wireshark, tcpdump).
- In depth knowledge of Java based applications
- Any of the below Certification (is a plus)
- Linux Administration Certifications (RHCSA, RHCE...etc).
- Security Certificates (CEH, Security +, …etc.)
- Microsoft Certification (MCSA, MCSE)
- Networking Certifications (CCNA, CCNP,…etc.)
- Education Required: Bachelor’s in engineering, (Communications/Networks or Computer Science)
- Experience Required: 5+ years relevant experience.
