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Dell Technical Support Engineer III (Avamar) in Cairo, Egypt

Primary Responsibilities:

  • Provides technical consultation to customers and assists them to get all preparation work done for the scheduled change.

  • Works with scheduling team to fulfill customer’s expectation.

  • Goes through change control process to ensure customer’s environment won’t be exposed to any risk.

  • Performs scheduled tasks via remote connections and provides regular updates to customer.

  • Follows troubleshooting steps and/or escalates to next level in case any issues occur during the scheduled task

  • Reviews technical solution articles for accuracy and completeness, and gives feedback to the authors.

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

  • Participates in and possibly 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.

  • Takes escalations from junior team members to resolve more complex issues.

  • Manages own cases. Ensures SLO and all other compliance requirements are met.

  • 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 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

Requirements:

  • Bachelors Computer Engineering or Computer science

  • Experience Required: 6+ years relevant experience

  • Knowledge in Linux administration and management

  • Microsoft knowledge

  • Proficient in VMware virtualization technology, be familiar with vSphere suite (ESXi, vcenter, vRA etc).

  • Knowledge in TCP/IP networking and IP switches

  • Ability to work in a high-pressure environment.

  • Customer Service skill.

  • Troubleshooting skills.

  • Customer focused.

  • Interpersonal skills.

  • Presentation skills.

  • Understanding of DellEMC's products and their value added to the customers

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