Technical Support Engineer 2
- Cairo, Egypt
We believe that progress lives at the intersection of technology and humanity, and that our role is to bring innovation to people everywhere to drive progress around the world. Every member of our team plays a critical role in bringing our purpose to life — through our work, passion and commitment to do the absolute best we can for our company, our customers and each other.
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Check out the top traits we’re looking for and see if you have the right mix.
- Problem Solver
Technical Support Engineer II
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.
The Technical Support Engineer II will work directly with global customers and DELL EMC/Isilon personnel via e-mail, phone, and remote desktop software to provide technical assistance towards the prompt resolution of complex technical problems. To achieve that, TSE’s work in a collaborative 7x24x365 environment leveraging global resources to reduce the time it takes to provide problem resolution. TSEs will support the full line of Isilon products within Unstructured Data division.
Primary Responsibilities include:
Obtain data from customers to get a thorough understanding of customer requirements and problems.
Interface with customers via e-mail, phone and/or WebEx.
Analyze logs and core files as needed to work towards resolution of customer issues.
Work with 3rd party service providers in the process of analyzing and resolving customer issues.
Generate problem reports in Bugzilla to coordinate with engineering to obtain quick resolutions for customer related issues.
Answer live incoming phone calls and respond to e-mails to troubleshoot, manage, collaborate and resolve customer problems related to the Isilon product family.
Create content for the knowledge base through accurate case documentation
Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:
2+ years Technical Support experience (NAS, Storage environment preferred)
Previous troubleshooting experience
Bachelors or equivalent working experience.
ISM and CCNA are a plus
Technical Skills:3 of the below competencies:
- Active Directory
- File System
Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.
What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.
We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.
You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.
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Rewards & Development
It's simple. We believe in rewarding our team members for a job well done, investing in their professional development and filling the majority of our open positions internally.
Health & Wellness
As part of our overall rewards, we offer benefits programs designed to help you maintain a healthy lifestyle. These benefits are based on your location, so please ask your recruiter for more details.
Dell’s Connected Workplace program offers new ways to work and enables eligible team members to choose the style that best fulfills their needs, both in their job and their personal life.
You may be eligible for other programs in your location including employee purchase program, paid time away from work, financial and savings programs and more. Talk to your recruiter for more details on what benefits programs are available in your location.
Our culture is defined by our values and made real every day by how we work and lead. We know our culture is the foundation for all we’ve achieved, and for all the success ahead of us. Don't take it just from us – see what our employees say in our annual "Tell Dell" results.
- 90% My leader cares about my well-being both professionally and personally.
- 93% I am proud that I never have to worry about Dell Technologies showing up in a headline damaging our ethical reputation.
- 90% My job means more to me than just a paycheck and benefits
- 94% I believe flexible work arrangements (e.g., working remote, mobile, telework, etc.) at Dell Technologies contribute positively to our performance as a company.