Jobs in Egypt - Senior Engineer, Technical Support (Avamar) at Dell

Senior Engineer, Technical Support (Avamar) at Dell

Location: New Cairo

Job Description:

• 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

Job Requirements:

         Education:

• Bachelors Computer Engineering or Computer science

       Relevant Experience:

• 6+ years relevant experience

Technical Knowledge/ Skills/ Training required:            

• 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

        To Apply:
https://jobs.dell.com/job/cairo/senior-engineer-technical-support-avamar/375/14178012

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