Senior Engineer, Technical Support
Dell EMC -
Cairo, EgyptPosted 4 years ago48People have clicked1 open position
Job Details
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Job Description
- Obtain data from customers to get a thorough understanding of customer requirements and problems.
- Work in a collaborative 7x24x365 environment leveraging global resources to reduce the time it takes to provide problem resolution.
- Interface with customers via e-mail, phone and/or WebEx.
- Analyze logs and core files as needed to work towards resolution of customer issues.
- Work with 3rd party service providers in the process of analyzing and resolving customer issues.
- Generate problem reports in Bugzilla to coordinate with engineering to obtain quick resolutions for customer related issues.
- Answer live incoming phone calls and respond to e-mails to troubleshoot, manage, collaborate and resolve customer problems related to the Isilon product family.
- Create content for the knowledge base through accurate case documentation.
Job Requirements
Technical Requirements:
- Networks
- DNS
- Active Directory
- Windows
- Unix/Linux
- Hadoop
- SMB/NFS
- File System
- SAN/NAS
Essential Requirements:
- 5+ years Technical Support experience (NAS, Storage environment preferred).
- Previous troubleshooting experience.
- Bachelors or equivalent working experience.
- ISM, Red-hat and CCNP are a plus.