Dell Sr.Analyst, Enterprise Technical services (RSA Archer) in Cairo, Egypt

· 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

· 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:

  • Good 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

  • Knowledge of Networking, Architecture & Administration

Education Required:

Bachelors in IT, Communications or Computer Science(Technical)

Experience Required:

2+ years relevant experience

Physical Requirements:

No

· 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:

  • Good 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

  • Knowledge of Networking, Architecture & Administration

Education Required:

Bachelors in IT, Communications or Computer Science(Technical)

Experience Required:

2+ years relevant experience

Physical Requirements:

No