Dell Enterprise Technical Support Analyst - German Speaker in Casablanca, Morocco

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Enterprise Technical Support Analyst - German Speaker


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 Dell’s customers by resolving their complex IT issues? Within Dell Services , we are looking for a Enterpirse Technical Support Analyst 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 Support Deployment Services.

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 Enterprise Technical Support Analyst role is to provide a comprehensive incident resolution and advisory service to our key account customers. He/she has to meet the expectations of customers and ensure their satisfaction, answer questions related to the installation, proper operation, configuration, customization of specific products according to well-defined procedures and rules. The Enterprise Technical Support Analyst applies a logical technical diagnosis to identify customer problems, investigate efficiently the probable causes to provide an adapted solution in the best conditions and delays by making use of the multiple databases and the various tools made available to him/her while guaranteeing a customer experience ofhigh level.

• Diagnose by telephone the problems encountered by our customers

• Identify Hardware Failures on Dell Systems: Server / Network / Backup and configuration or network architecture issues

• Detect Software errors on Windows 2003/2008 operating systems, Red Hat Enterprise Linux, VMware

• Engage our partners' support for complex issues on their products: Microsoft, Symantec, VMware, Cisco ...

• Coordinate with the various internal services in order to guarantee to the customer the best resolution time and reach the best satisfaction level: technicians dispatched to the site in 2 or 4 hours, customer account manager, sales managers, software experts

Essential Requirements

  • University education, preferably technical degree or Microsoft certifications

  • Fluency in German

  • Knowledge of server hardware: RAID, SCSI, tape backup, Switch, etc

  • Hardware knowledge Storage: San, TBU, Library, Berries

  • Software: Windows 2003 Server, Windows Server 2008, Windows Server 2012, Red Hat Linux Enterprise, VMware

  • Excellent communication and customer service skills

  • Previous experience in Technical support with good knowledge of servers and related technologies


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.