Jobs in Egypt - Sr. Advisor Technical Enterprise services (RSA) at Dell

Sr. Advisor Technical Enterprise services (RSA) at Dell

Location : New Cairo

Job Description:

• Applies advanced systems level technical expertise to resolve highly complex systems level customer issues
• Reviews technical solution articles for accuracy and completeness, and give feedback to the authors
• Accepts escalations from other technical team members as a subject matter expert, shaping group operations with depth of knowledge
• Works closely with Engineering and other technical business units to increase knowledge and resolve customer issues
• Mentors others in providing validated technical information, support process instructions and special support requirements
• Validates technical information and issues early warning and disseminates information as needed
• 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
• Identifies, records and works with management to proactively revise current procedures and tools to improve customer satisfaction
• As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required
• Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs
• Applies systems analysis techniques and procedures to determine hardware or software systems functionality
• 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

Job Requirements:

Education:

• Bachelors in IT, Communications or Computer Science(Technical)

Relevant Experience:

•  7+ years relevant experience

Technical Knowledge/ Skills/ Training required:

•  Customer Service skill.
• Troubleshooting skills.
• Interpersonal skills.
• Presentation skills.
• One or more of the below skills are highly required:
• Excellent knowledge of security fundamentals.
• Working knowledge of Linux based servers, network protocols and web-based applications.
• SQL Query Language
• Active Directory Administration knowledge
• API/SDK experience
• Active Directory and IIS
• Strong knowledge of Networking, Architecture & Administration
• CISSP, CEH, OSSP or similar security certification is a plus.

To Apply:
https://jobs.dell.com/job/cairo/sr-advisor-technical-enterprise-services-rsa/375/10573416

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