Jobs in Egypt - Senior Engineer, Technical Support at DELL

Senior Engineer, Technical Support at DELL

Location: New Cairo

Job Description:

Applies systems analysis techniques and procedures to identify hardware or software problems.
Uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.
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.
Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.
Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases
Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.
Works toward becoming subject matter expert in one or more areas
Create content for the knowledge base through accurate case documentation

Job Requirements:

Education:

Bachelor’s Degree (or equivalent experience) in computer science, engineering or related discipline and 3+ years’ experience in an I.T. or tech support role.

Technical Knowledge/ Skills/ Training required:

Excellent analytical and problem solving, researching and documentation skills.
Fluency in troubleshooting skills, methodologies and processes.
Ability to work in a team environment.
Experience troubleshooting and resolving hardware issues
Experience in administration, management and troubleshooting of SAN environments.
Experience with Cisco and Brocade switches, preferably FC.

To Apply:
https://jobs.dell.com/job/cairo/senior-engineer-technical-support/375/13772042

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