Job Opportunity: Analyst, Enterprise Technical Support at Dell in Morocco

Dell is looking for a Technical Support Analyst to join our remote technical assistance team in Casablanca, as well as provide telephone and email assistance to our European customers as part of the Dell Global Service Desk.

The Technical Support Analyst 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 answers questions about installation, operation, configuration, customization, performance, and usage of assigned products.

Responsibilities:

1. Assist customers by diagnosing problems and providing resolutions for technical and service issues.
2. Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
3. Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions.
4. Identify and provide input on unique or recurring customer problems.
5. Remain knowledgeable of Dell’s product line, processes, policies, current industry products, and technologies.
6. Focus on delivering a positive customer experience according to Dell standards, monitor and track issues to ensure accurate resolution.
7. Review and distribute pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors, etc.) and escalate more complex customer technical issues to senior level support.

Requirements:

1. Fluent in English and Arabic.
2. 12 months experience in a Technical support role.
3. Excellent Communication skills needed to interface effectively with customers over the phone and effectively communicate information to other technicians.
4. Ability to handle critical/sensitive situations professionally with users that have a wide range of technical knowledge.
5. Ability to work in a multicultural and complex environment.
6. Requires advanced technical aptitude and troubleshooting skills.
7. Ability to be autonomously productive.

Desirable Requirements:

1. Storage hardware knowledge and cisco certification.
2. One industry level certification:  MCP Server level, CCDA, or like certification preferred.
3. Associates level degree and/or two years equivalent experience is preferred.