job Description
Technical Support Senior Technician - Arabic and English Speaker in Casablanca, 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 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 Senior Technician on our Technical Support team in CasablancaWe 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 ResponsibilitiesResponsible for providing telephoneemailchat 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 Provide basic remote deployment, maintenance and consulting servicesAssist customers by diagnosing problems and providing resolutions for technical and service issuesUse troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service callscontactsAdviseEducate customers within procedural guidelines to ensure a complete solution to their technical or service questionsIdentify and provide input on unique or recurring customer problems and escalate more complex customer technical issues to senior level supportRemain knowledgeable of Dell’s product line, processes, policies, current industry products and technologiesMonitor and track issues to ensure accurate resolution and may be involved in revenue generation activities with current Dell customersReview and distribute pertinent cross-functional information (eg, Sales, TAMs, Customer Care, External Vendors, etc)Essential RequirementsMinimum of 12 months in your current positionExcellent English and Arabic communication skills to interface effectively with customers over the phone and effectively communicate information to other techniciansAbility to handle critical sensitive situations professionally with users that have a wide range of technical knowledgeAbility to work in a multicultural and complex environment and ability to be autonomously productiveRequires advanced technical aptitude and troubleshooting skillsDesirable RequirementsStorage hardware knowledge and Cisco certification are a plusOne industry level certification MCP Server level, CCDA, or like certification preferredBenefits We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environmentApply now!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 andor 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 hereJob Family Product-Services Job ID R30466