Dell EMEA Server Senior Engineer (SME) - Enterprise Technical Support Advisor in Casablanca, Morocco
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Based in EMEA (Dell Badge sites), the PowerEdge / PowerVault Senior Engineers job function is to provide Onsite and Remote Level 3 Advanced Support for Dell PowerEdge Server and/or PowerVault Storage, Networking (FC & iSCSI) and Software products. This role may also involve traveling to customer sites to fix major escalations. The Senior Engineers main function is to support the Frontline Enterprise Support. The Senior Engineer is responsible for the overall customer satisfaction of Dells Enterprise customers and serves as the escalation point for customers with advanced Enterprise issues.
The Senior Engineer will work in a Technical Support case based management environment and will interface with Support Management, TSMs, Resolution Managers, Solutions and Sales teams, serving as a point of contact in their areas of expertise. The Senior Engineer must possess strong customer handling skills with the ability to make decisions with little or no management intervention. The Senior Engineer must possess a strong ability to multitask simultaneous escalations. Strong verbal and written communication is required.
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.
Dell Operations develops and delivers solutions that enable clients to maximise returns on IT investments, drive efficiencies and reduce costs. Working with highly skilled technical advisors on shifts that include evenings and weekends, you will:
Provide timely response to customer escalations utilizing all Dell resources necessary to quickly and accurately diagnose, troubleshoot and repair customer’s servers/storage/Network with appropriate notification to all required EEC staff (TAMs, Management, SMTs)
Drive PowerEdge Server and PowerVault Storage Escalation avoidance across EMEA, through proactive case reviews, attending Global Technology calls, regular attendance to Senior/L2 meetings and/or delivery of workshops to frontline technology teams.
Escalate product issues and/or bugs in hardware firmware through PSEs to IPS, after replicating issues in lab and providing details to work with IPS, Engineering and/or vendors to get a fix to resolve the issue longer term.
Perform on-call duties using a mobile during evenings and/or weekends on a rotating schedule. You will be able to work outside normal business hours to meet the needs of customers and volumes of escalations with the business.
Travel to customer sites within your region to resolve hardware and/or software escalations to ensure 100% customer satisfaction.
Expert knowledge of PowerEdge Servers and PowerVault Storage Hardware (including Fibre channel, ISCSI, FCoE, basic knowledge of HPCC and Infiniband);
Professional Networking (FC and iSCSI) Certification required e.g. BCFP or CCNP in addition to Professional certification in Virtualisation. Hands-on experience with troubleshooting complex network infrastructures. Practical knowledge of network and storage area network performance optimization.
Proven track record in maintaining and enhancing skill(s) level(s) according to future technology trends.
Proven track record in managing multiple escalations with effective follow-up/follow-through and timely documentation.
Excellent customer focus and communication skills.
Bachelor’s Degree or equivalent
Relevant industry certifications (such as BCFP, CCNP, RHCE, or VCP)