Technical Support Engineer 2

Cairo, Egypt

At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.

Join us as a an Engineer on our Technical Support team in Cairo to do the best work of your career and make a profound social impact.

Principal Responsibilities

• Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.

• 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.

• Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.

• 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.

• 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.

• Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.

• Validates technical information and issues early warning and disseminates information as needed.

• Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs.

• 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".

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Requirements

• 2+ years of relevant working experience in a professional role with a Bachelor’s degree.

• Customer focused

• Communication skills (Can communicate clearly and effectively both verbal and written even in tough situations)

• Service skills Interpersonal skills

• Flexible working hours and days (weekends and Public Holidays)

• Troubleshooting and analytical skills

• Understanding of Dell Technology's products and their value added to the customer

• Linux, SCSI, FC and Networking Knowledge. VMWare and virtualization knowledge a plus

• Any of the below certifications is a plus:

• ISMv4 certification (DEA-1TT4)
• Associate – Networking Version 1.0  (DEA-5TT1)
• RHCSA certification 
• CCNA certification

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here.

Job Family: Product-Services Engineering Job ID: R076685