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  • Technical Support Engineer | Dell | Egypt

    Monday, January 13, 2020

    Technical Support Engineer | Dell | Egypt
    Technical Support Engineer 2 - VxRail
    Competitive Salary
    Location: New Cairo

    Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Technical Support Engineer 2 - VxRail on our Technical Support team in Cairo, Egypt.

    We go out of our way to give our customers the help they need. Our Enterprise Technical Support team specializes in our most highly technical and sophisticated products – from IT hardware and software to servers, networking, storage and the cloud. Issues can span installation, operation, configuration, customization, performance and usage. Fully trained on the latest upgrades or new products, the team can diagnose the problem and recommend the right solution remotely by telephone, e-mail, chat or online.  
    Key Responsibilities:
    Take ownership of technically complex customer reported issues from web, phone, chat and email sources and work closely with the customer until it is completely resolved working with senior support engineers
    Ensure that he/she is available to work in shifts and flexible with overall coverage for technical support to include weekends
    Document relevant information and ensure that the customer is communicated in a timely manner regarding the overall progress of their issue
    ·Resolve customer reported issues while working closely with the Engineering, SE and other cross functional teams and provide feedback to Engineering for improving the product quality and reliability
    Ensure that customers are treated with highest degree of respect and drive operational excellence through quality closures and proper escalation of issues
    Bachelors Computer Engineering or Computer science
    2 to 5 years of Relevant experience  
    French or German language is highly preferable
    Virtualization - VMWare vSphere – VCP certified or relevant work experience
    SAN/VSAN - Good knowledge of fibre channel switches
    Ethernet Networks
    Fluency in advanced troubleshooting skills, methodologies and processes
    Broad system application and IT knowledge
    High level of Adaptability (ability to quickly learn new technologies as required)
    Customer facing experience

    Job Family: Product-Services Engineering Services
    Job ID: R051221