Technical support senior technician (french and english speaker) - night shift - Casablanca, Dell

Technical support senior technician (french and english speaker) - night shift

11/05/2019 Casablanca Dell Glassdoor.com

Poste

Technical Support Senior Technician (French and English Speaker) - Night Shift
Casablanca, Morocco
Dell 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 every one of our over 100,000 employees. 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
(French and English
Speaker) - Night Shift on our 
Technical Supportteam in
Casablanca.
Dell's world-class customer service doesn't end when a client purchases our innovative products. Our Client Technical Support team is there for them whenever they need help - by phone or email, online and on social media. We answer questions about the installation, operation, configuration, customization and use of Dell products. For critical matters, we use our systems to provide remote diagnostic technical support. If there's an issue with a customer's product, we'll analyze it, identify the cause, recommend a solution and document the problem.
Key Responsibilities
The Technical Support Team 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.). They answer questions about installation, operation, configuration, customization, performance, and usage of assigned products, verify warranty entitlement and determines appropriate action, apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures, document problems in the support solution database for diagnostics and solution implementation and provide basic remote deployment, maintenance and consulting services.
Assist customers by diagnosing problems and providing resolutions for technical and service issue
Identify and provide input on unique or recurring customer problems
Remain knowledgeable of Dell's product line, processes, policies, current industry products and technologies and escalate more complex customer technical issues to senior level support
Focus on delivering a positive customer experience according to Dell standards
Monitor and track issues to ensure accurate resolution, may be involved in revenue generation activities with current Dell customers
Essential Requirements
Fluent written and verbal communications in French & English
Good communication skills needed to interface effectively with customers over the phone and effectively communicate information to other technicians
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
Strong understanding of hardware and software interactions, and ability to apply this understanding to resolve issues
Strong server hardware knowledge, RAID, HBAs, SCSI, ATA, and other I/O topologies, fiber channel, Clustering, RAID, and I/O topology, DAS, SAN, NAS knowledge, Routing with LAN/WAN, Firewall solutions, NAT, and network load balancing

Desirable Requirements

Comptia S+ & N+ certification, Storage hardware knowledge and Cisco certification would be a plus
One industry level certification: MCP Server level, CCDA, or like certification preferred
Benefits
We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities ? all to create a compelling and rewarding work environment.
Apply 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 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. Learn more about Diversity and Inclusion at Dell here.