Jobs in Dell EMC July 2019

1-Sr. Analyst, Account Services Management

About the Job
  • Identifies and facilitates the route of all technical queries and problem resolution from the customer / field to Corporate Technical Support and Engineering. Advises RSA senior management of any developments and action plans. Generates support plans to resolve complex service related problems.
  • Analyzes customer technical problems with respect to business, operational and financial areas of customer service and has responsibility for making decisions relating to these issues. Controls and directs internal resources in terms of setting time requirements and expectations.
  • Travel to customer sites and RSA offices as required. Performs other duties as required. Will carry a pager and will likely be called upon during off-hours to become actively involved in resolving a customer issue. RSA Proven Professional Certification desired.
  • Coordinates activities with Account Personnel from Sales, System Engineering, TSG and Customer Service to ensure all customer needs are met. Acts as point of escalation for front line issues and concerns on specific problems relating to assigned region or country and is responsible for ensuring follow up and fault resolution.
  • Coordinates all aspects of ongoing service issues, technical assistance and direction to customers regarding RSA products.
  • Integrates customer and RSA business requirements with technical requirements to determine best course of action when resolving customer issue. Enables sales by positioning solutions to protect RSA product image while identifying sales opportunities. Gather customer intelligence on sensitivities and expectations.
  • Divisional contact point for coordination of Root Cause Analysis (RCA) for problems escalated to the Division level. RCA analysis includes identification of resources required, event timeline, RSA corrective action, and any process or procedure recommendations to prevent future occurrence.
  • Ensures suitable level of service personnel and activity during problem resolution at all locations. Prepares and presents key business issues to senior management to provide and obtain information and to build consensus regarding project direction.
  • Oversees account information: product portfolio, configurations, installations. They may also manage and track maintenance/warranty coverage status and renewals.
  • Conducts and leads Global Services account review meetings with the customer. Identifies, facilitates and ensures effective communication of all service related queries and problem resolution from the customer to corporate resources.
  • Interfaces with customer on behalf of senior management via customer meetings and written communication. Responsible for acting as RSA CS Liaison for customer visits to the Executive Briefing Center.
Job Requirements

Desirable Requirements

  • Customer Service skill.
  • Organizational skills.
  • Ability to work independently.
  • Ability to lead, motivate and direct a work group.
  • Communication skills.
  • Presentation skills.
  • Interpersonal skills.
  • Sense of urgency

Mandatory Requirements

  • Bachelors (Technical)
  • Experience Required: 2+ years relevant experience
  • Fluent in English
  • Additional languages: any other European language is a plus
  • Role includes travel

To Apply for this Job:–Analyst-Account-Services-Management—RSA-Dell-EMC-Cairo-Egypt?l=sp&t=sj&a=search-v3&o=38

2-RSA- Technical Support Engineer TSE II

About the Job
  • Reviews technical solution articles for accuracy and completeness, and give feedback to the authors.
  • Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.
  • Understands and uses sphere of influence extending outside of the department.
  • Participating in and leads conference calls with customers Knows their audience and articulate accordingly.
  • Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database
  • Validates technical information and issues early warning and disseminates information as needed.
  • Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.
  • Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.
  • Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.
  • 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 systems analysis techniques and procedures to determine hardware or software systems functionality.
  • 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
  • Ability to work in a high-pressure environment.
  • Customer Service skill.
  • Troubleshooting skills.

Education Required:

  • Bachelors in IT, Communications or Computer Science(Technical)

Experience Required:

  • 4+ years relevant experience
  • Physical Requirements: No
  • Interpersonal skills.
  • Presentation skills.
  • Technical Skills.
  • Good knowledge of security fundamentals.
  • Very good knowledge with Linux server environments/bash.
  • Strong Database in both SQL and NoSQL.
  • Experience in Java Applications/Servlets.
  • Puppet/Chef/Salt is a big plus.
  • Good command of knowledge in AWS,Azure and openstack.
  • Knowledge of Networking, Architecture & Administration.

To Apply for this Job:–Technical-Support-Engineer-TSE-II-Netwitness–EMEA–amp–U-S-Shift-Dell-EMC-Cairo-Egypt?l=sp&t=sj&a=search-v3&o=39

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