Technical Support Engineer
Dell
Casablanca, Morocco
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source : Tanqeeb

Technical Support Engineer

Casablanca, Morocco

At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help by phone or email, online and on social media.

No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products.

For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.

Join us as a an Engineer on our Technical Support team in Casablanca to do the best work of your career and make a profound social impact.

Key Responsibilities : As a Technical Support Engineer, you possess a proven aptitude for learning new technologies and constantly progressing your expertise, in a proactive, self-driven manner.

You are highly analytical and methodical while working to solve product and network problems of medium to high complexity.

As part of this customer-facing role, you will work closely with our Engineering team and impact product development.

You will :

  • 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
  • Essential Requirements :

  • Bachelors Computer Engineering or Computer science
  • 2 to 5 years of Relevant experience
  • French language Fluency is mandatory
  • Linux Skills is a must ( RHCA Certificate or strong hands on experience)
  • Virtualization - VMWare vSphere VCP certified or relevant work experience
  • Desirable Requirements

  • Microsoft knowledge is preferred MCSA or MCSE
  • Dell Technologies is a unique family of businesses that helps organizations and individuals build their digital future and transform how they work, live and play providing customers with the industry’s broadest and most innovative technology and services portfolio.

    We value our customers, winning together, innovation, results and integrity. Grow your career with a highly competitive salary, bonus programs, world-class benefits and unparalleled learning and development opportunities all at a company that is proud to be diverse and inclusive.

    Learn more on how we are closing the diversity gap here.

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