Senior Engineer, Technical Support
Dell EMC -
Cairo, EgyptPosted 4 years ago38People have clicked1 open position
Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- 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
Job 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
Featured Jobs
Similar Jobs
- Network Engineer/ Network Tech...Smart Villages Development & Managment Company - Abu Rawash, Giza1 day ago