RSA- Technical Support Engineer TSE II (Netwitness)- EMEA & U.S Shift
Dell EMC -
Cairo, EgyptPosted 5 years ago28People 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
- Ability to work in a high-pressure environment.
- Customer Service skill.
- Troubleshooting skills.
Education Required:
- Bachelors in IT, Communications or Computer Science(Technical)
Experience Required:
- 4+ years relevant experience
- Physical Requirements: No
- Interpersonal skills.
- Presentation skills.
- Technical Skills.
- Good knowledge of security fundamentals.
- Very good knowledge with Linux server environments/bash.
- Strong Database in both SQL and NoSQL.
- Experience in Java Applications/Servlets.
- Puppet/Chef/Salt is a big plus.
- Good command of knowledge in AWS,Azure and openstack.
- Knowledge of Networking, Architecture & Administration.