Technical Support Engineer (Spanish and English Speaker) - Night Shift
Diamond AdvanEdge
Casablanca, Morocco
il y a 20h

Key Responsibilities

The Technical Support Team is responsible for providing telephone / email / chat and remote diagnostic technical support of servers, storage, switches, routers, blades and various software applications (Windows, VMWare, Exchange, Oracle, Netware, etc.

Answers questions about installation, operation, configuration, customization, performance, and usage of assigned products.

Verifies warranty entitlement and determines appropriate action. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.

Documents problems in the support solution database for diagnostics and solution implementation. Provides basic remote deployment, maintenance and consulting services.

  • Assist customers by diagnosing problems and providing resolutions for technical and service issue
  • Identify and provide input on unique or recurring customer problems
  • Remain knowledgeable of Dell’s product line, processes, policies, current industry products and technologies
  • Focus on delivering a positive customer experience according to Dell standards
  • Monitor and track issues to ensure accurate resolution, may be involved in revenue generation activities with current Dell customers
  • Review and distribute pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors, etc.)
  • Escalate more complex customer technical issues to senior level support
  • Essential Requirements

  • Fluent Spanish and English are mandatory
  • Excellent Communication skills needed to interface effectively with customers over the phone and effectively communicate information to other technicians
  • Ability to handle critical / sensitive situations professionally with users that have a wide range of technical knowledge
  • Ability to work in a multicultural and complex environment
  • Requires advanced technical aptitude and troubleshooting skills
  • Advanced server hardware knowledge, RAID, HBAs, SCSI, ATA, and other I / O topologies, fiber channel, Clustering, RAID, and I / O topology, DAS, SAN, NAS knowledge, Routing with LAN / WAN, Firewall solutions, NAT, and network load balancing
  • Desirable Requirements

  • Comptia S+ & N+ certification, Storage hardware knowledge and Cisco certification would be a plus
  • One industry level certification : MCP Server level, CCDA, or like certification preferred
  • Benefits

    We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities all to create a compelling and rewarding work environment.

    If you’re keen to help customers get the best from truly ground-breaking technology, this is your opportunity to develop with Dell.

    Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

    All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and / or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

    Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.

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