Senior technician, technical support - Casablanca, Dell

Senior technician, technical support

13/03/2019 Casablanca Dell


Technical Support Sr. Technician
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 Sr. Technician to join our remote technical assistance team in

, as well as providing telephone and email assistance to our European customers as part of the Dell Global Service Desk.
Dell provides end-to-end solutions that enable more affordable and accessible technology around the world, empowering people everywhere to do more. You will be part of a collaborative team that believes in honest communication, shares creativity and welcomes different perspectives. There is a winning culture built on a platform of integrity and a spirit of innovation. We will also provide the mentoring, training and opportunities for you to fulfil your ambitions and potential.
Key Responsibilities
The Technical Support Sr. Technician is responsible for providing online and distance phone support, through a technical diagnosis of desktops, laptops, peripherals (Tablets, printers, projectors ... etc..) and provide customize software assistance that supports Dell products and others according to the situations. He/she answers questions relating to the installation, the proper functioning, configuration, customization of specific products according to procedures and clearly defined rules (e.g. the type of guarantee, the warranty expiration, the type of customer contract ... etc.). the technical Support Sr. Techniciain applies a logical technical diagnosis to identify customer issues, investigate the possible causes effectively to provide appropriate solutions and documents problems in the support solution database for diagnostics and solution implementation.
Provides first Level Technical Support on Dell supplied products and/or peripherals
Identifies and resolves issues affecting customer client systems
Monitors and tracks issues to ensure accurate resolution
Uses troubleshooting techniques and tools to identify technical defects/issues
Assumes a proactive role in technical support call avoidance by identifying known problems and documenting resolutions
Meeting the revenue goals
Knowledge of Spares Parts, Moxie and WKS
Essential Requirements
Minimum 12 months of experience in a Technical Support function is required
Fluent in French, good level in English
Knowledge in Sales skills & sales applications
Strong Technical Aptitude & Troubleshooting Skills
Knowledge of standard Microsoft Windows Applications and Operating systems
Excellent communication and analytical skills
Knowledge and understanding of PC hardware components and good skills in Software issues
Desirable Requirements
Certificate/Diploma in computing
Working knowledge of PC architecture/technology
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 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, colour, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or 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.