RSA Technical Support Engineer II
Dell EMC -
Cairo, EgyptPosted 4 years ago56People 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, 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
- 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 Skills:
Below skills are highly required:
- 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.
- Oracle Database Admin
Education Required: Bachelors in IT, Communications or Computer Science(Technical)
Experience Required: 2+ years relevant experience.
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