Dell Specialist, Enterprise Technical Support in Casablanca, Morocco

Technical Support Specialist - English & Arabic Speaker

Casablanca, Morocco

Are you a brilliant problem solver who could provide front-line support for a game-changing, enterprise-wide support service? Do you want to be a hero to Dells customers by resolving their complex IT issues? Within Dell Services, we are looking for a Technical Support Specialist to join our remote technical assistance team in Casablanca as well as providing telephone and email assistance to our European customers as part of the Dell Global Service Desk.

Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and were committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.

Key Responsibilities

The Technical Support Specialist 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.). He/she answers questions about installation, operation, configuration, customization, performance, and usage of assigned products. The Technical Support Specialsit also verifies warranty entitlement and determines appropriate action and applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. He/she documents problems in the support solution database for diagnostics and solution implementation and provides basic remote deployment, maintenance and consulting services.

  • Assist customers by diagnosing problems and providing resolutions for technical and service issues

  • Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts

  • Advises/Educates customers within procedural guidelines to ensure a complete solution to their technical or service questions

  • Identifies and provides input on unique or recurring customer problems.

  • Remains knowledgeable of Dell’s product line, processes, policies, current industry products and technologies

  • Focuses on delivering a positive customer experience according to Dell standard and monitors and tracks issues to ensure accurate resolution

  • Review and distribute pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors, etc.) and escalates more complex customer technical issues to senior level support

Essential Requirements

  • Fluent English and Arabic

  • Excellent Communication skills needed to interface effectively with customers over the phone and effectively communicate information to other technicians

  • Excellent organizational and interpersonal skills

  • 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

  • Ability to be autonomously productive

Desirable Requirements

  • Storage hardware knowledge and cisco certification

  • One industry level certification: MCP Server level, CCDA, or like certification preferred

  • Associates level degree and/or 2 years equivalent experience is preferred

Benefits

Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and

will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.