Dell Advisor, Enterprise Technical Services (RSA) in Cairo, Egypt

· Applies advanced systems level technical expertise to resolve highly complex systems level customer issues

· Reviews technical solution articles for accuracy and completeness, and give feedback to the authors

· Accepts escalations from other technical team members as a subject matter expert, shaping group operations with depth of knowledge

· Works closely with Engineering and other technical business units to increase knowledge and resolve customer issues

· Mentors others in providing validated technical information, support process instructions and special support requirements

· 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

· Identifies, records and works with management to proactively revise current procedures and tools to improve customer satisfaction

· As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required

· 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

SKILLS

· Ability to work in a high-pressure environment.

· Customer Service skill.

· Troubleshooting skills.

· Interpersonal skills.

· Presentation skills.

· One or more of the below skills are highly required:

  • Excellent knowledge of security fundamentals.

  • Working knowledge of Linux based servers, network protocols and web-based applications.

  • SQL Query Language

  • Active Directory Administration knowledge

  • API/SDK experience

  • Active Directory and IIS

  • Strong knowledge of Networking, Architecture & Administration

  • CISSP, CEH, OSSP or similar security certification is a plus.

Education Required:

Bachelors in IT, Communications or Computer Science(Technical)

Experience Required:

5+ years relevant experience

SKILLS

· Ability to work in a high-pressure environment.

· Customer Service skill.

· Troubleshooting skills.

· Interpersonal skills.

· Presentation skills.

· One or more of the below skills are highly required:

  • Excellent knowledge of security fundamentals.

  • Working knowledge of Linux based servers, network protocols and web-based applications.

  • SQL Query Language

  • Active Directory Administration knowledge

  • API/SDK experience

  • Active Directory and IIS

  • Strong knowledge of Networking, Architecture & Administration

  • CISSP, CEH, OSSP or similar security certification is a plus.

Education Required:

Bachelors in IT, Communications or Computer Science(Technical)

Experience Required:

5+ years relevant experience