Technical Support Senior Technician - English Speaker

Description du poste

Technical Support Senior Technician - English SpeakerCasablanca, MoroccoDell 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 aTechnical Support Senior Technician - English Speakeron ourTechnical Supportteam inCasablanca.Key ResponsibilitiesThe Service Desk Technical Support agent is dedicated to support the end users of our Customers with Technical issues diagnostic and resolution.Provide first-level support by using troubleshooting techniques and tools to identify technical defects/issuesAssign incidents in line with documented guidelines and proceduresActively support the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incidentClearly and concisely log and track details of solutions provided to resolve customer issue (logs all ACD calls, emails, chat and call-backs) maintaining and updating customer database and consistently perform to set targetsEscalate problems in line with documented procedures, as appropriateMaintain comprehensive knowledge of service offerings along with future industry products and technologies and attend required technical training sessions and make effective use of assigned lab timeComply with schedule adherence to ensure overall service level targets are achieved and identify and provide input on unique or recurring customer problemsEssential RequirementsFluent communication skills in EnglishMinimum of 12 months experience in a similar roleAbility to analyze and solve technical problems by investigating potential solutions using troubleshooting skillsGood organizational and interpersonal skills and excellent telephone and customer handling skillsAbility to handle stressful situations and deal professionally with irate customersCertificate/Diploma in computing and working knowledge of PC architecture/technologyKnowledge of standard Microsoft Windows Applications and Operating systems and good skills in software issuesBenefitsWe offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.If you want to influence plans and activities that bring game-changing products into the global spotlight, this is your opportunity to develop with Dell.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.Job Id: R035625Job Function: Product Services