Jobs in Egypt - Senior Advisor Technical Support at Dell

Senior Advisor Technical Support at Dell

Location: DownTown

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
• 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/senior-advisor-technical-support/375/10573416

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