Technical Support Engineer II
Dell EMC -
Cairo, EgyptPosted 4 years ago113People have clicked1 open position
Job Details
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Job Description
- Resolve customer-reported issues while working closely with other cross functional teams
- 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.
- Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.
- Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledge base content, Support forums, etc.
- Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers .
- Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.
- Document relevant information and ensure that the customer is communicated with in a timely manner regarding the overall progress of their issue.
- Drive operational excellence through quality closures and proper escalation of issues
Job Requirements
Required Experience and Skills:
- Bachelors in IT, Communications or Computer Science.
- 2+ years of relevant experience.
- Excellent Communication Skills.
- Fluent in English, and a third language is a plus.
- Strong problem-solving and trouble-shooting skills using operational and diagnostic procedures
Two or more of the below skills are highly required:
- Knowledge of network fundamentals, protocols and troubleshooting utilities.
- Knowledge of Network Security Fundamentals.
- Knowledge of Linux based servers, network protocols and web-based applications.
- SQL Query Language.
- Virtualization.
- Storage.
- Active Directory and IIS.
- CISSP, CEH, OSSP or similar security certification is a plus.