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Technical Support Engineer II

Dell EMC
Cairo, Egypt
Posted 4 years ago
113People have clicked1 open position
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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.

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