Jobs in Egypt - Analyst, Enterprise Technical Services, CS Archer at Dell

Analyst, Enterprise Technical Services, CS Archer at Dell

Location: New Cairo

Job Description:

•  Reviews technical solution articles for accuracy and completeness, and give feedback to the authors.
  •    Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.
  •    Understands and uses sphere of influence extending outside of the department.
  •    Participating in and leads conference calls with customers Knows their audience and articulate accordingly.
  •    Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database
  •    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.
  •    Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.
  •    Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.
  •    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 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:

• 4+ years relevant experience

Technical Knowledge/ Skills/ Training required:

•  Interpersonal skills.
  •    Presentation skills.
  •    Technical Skills.
  •    Good knowledge of security fundamentals.
  •    Very good knowledge with Linux server environments/bash.
  •    Strong Database in both SQL and NoSQL.
  •    Experience in Java Applications/Servlets.
  •    Puppet/Chef/Salt is a big plus.
  •    Good command of knowledge in AWS,Azure and openstack.
  •    Knowledge of Networking, Architecture & Administration.

To Apply:
https://jobs.dell.com/job/cairo/analyst-enterprise-technical-services-cs-archer/375/12627691

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