Dell Skytech Field Senior Engineer Saudi- I8 in Dubai, United Arab Emirates
Skytech - Enterprise Field Tech Svc Sr. Advisor I8- Saudi
Riyadh, Saudi Arabia
If you are passionate about computer technology and eager to develop a career in technology sales, Dell is the place to be. Within our Skytech team , we are looking for a - Field Senior Engineer to work as part of a team based in Riyadh .
With more than 100,000 team members globally, Dell promotes an environment that is rooted in the entrepreneurial spirit in which the company was founded. As we continue to grow our business in EMEA we are looking for sales people with a proven track record who are passionate about technology. You will be joining a collaborative and energetic team that welcomes creativity and different perspectives. In return Dell offers the training, development and support for you to develop your career and fulfil your ambitions and potential.
Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.
The Field Senior Engineer is responsible to provide Onsite and Remote Level 3 Advanced Support for Dell EMC Storage, Server, Networking and Software products. This role will involve traveling to customer site up to a 50% bases. When not onsite the Skytech will work remotely as a Subject Matter Expert supporting Frontline Enterprise Support. The Skytech Engineer is responsible for the overall customer satisfaction of Dell EMC Enterprise customers and serves as the escalation point for customers with advanced Enterprise issues.
The Skytech will work in a Technical Support case based management environment and will interface with Support Management, Resolution Managers (RM), Technical Account Managers (TAM), Solutions and Sales teams, serving as a point of contact in areas of expertise. The Skytech must possess strong customer handling skills with the ability to make decisions with little or no management intervention. The Skytech must possess a strong ability to multitask simultaneous escalations. Strong verbal and written communication is required. .
Proactive Escalation avoidance for Saudi and Gulf, through proactive case reviews, attending proactive RM / TAM conference calls, regular attendance to the BU & proactive site visits.
Provides timely response to customer escalations utilizing all Dell EMC resources necessary to quickly and accurately diagnose, troubleshoot and repair customer’s servers/storage/Network with appropriate notification to all stakeholders.
Actively supports the customer in all aspects through to problem resolution keeping customer informed throughout life of incident. Identifies and resolves issues affecting customer’s environment, utilizing Dell diagnostic tools and necessary support staff (SME, SST, IPS, etc.).
Clearly and concisely logs and tracks details of solutions provided to resolve customer issue maintaining and updating the case management tool to ensure customer information is current and accurate. Aiming at 100% customer satisfaction.
Performs required case management functions as related to assigned RM / TAM including the written summaries of outcome(s). I dentify known problems and documents resolutions. Attends required technical training sessions and makes effective use of assigned lab time.
Ability to perform on-call duties using a pager/mobile during evenings and/or weekends on a rotating schedule.
Strengthens Subject Matter Expertise on entire Dell EMC Compute/Storage/Network products by attending required technical training sessions as well as leading training sessions for these products. Extensive travel to customer sites within your region to resolve Enterprise escalations .
Professional Networking Certification required e.g. CCNA or preferably CCNP in addition to Professional certification in Virtualization.
Hands-on experience with troubleshooting complex network infrastructures,
Practical knowledge of network and storage area network performance optimization
Expert knowledge of networking (including WAN topology, mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions)
Expert knowledge of at least 4 of the following: Equallogic, Compellent, RedHat Linux, Windows 2008 R2/2012, Oracle, Exchange, SQL, Clustering.
Expert knowledge of server hardware (including SCSI, RAID and I/O topology); · Expert knowledge of Storage hardware (including Fibre channel, ISCSI, FCoE, basic knowledge of HPCC and Infinibandetc.)
Benefits 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.
Equal Opportunity Employer
Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.
Job: *Field Technical Services
Organization: *Global Services
Title: Skytech Field Senior Engineer Saudi- I8
Location: Europe, Middle East, Africa-AE-Dubai
Requisition ID: 17000IM8