Technical Support Engineer 2
Dell EMC -
Cairo, EgyptPosted 4 years ago83People have clicked1 open position
Job Details
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Job Description
- Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.
- 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.
- As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required.
- Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.
- 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.
- Understands and uses sphere of influence extending outside of the department.
- 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.
- 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.
- 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.
- Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers. Validates technical information and issues early warning and disseminates information as needed.
- Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs.
- Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database.
- Participating in and possibly leads conference calls with customers Knows their audience and articulate accordingly.
- Reviews technical solution articles for accuracy and completeness and give feedback to the authors.
- Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues. Works toward becoming subject matter expert in particular area(s)
Job Requirements
- Ability to work in a team environment
- Analytical ability
- Communication skills
- Customer Service skill
- Detail oriented Interpersonal skills
- Flexible working hours and days (weekends and Public Holidays)
- 2+ years of related experience in a professional role
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