Technical Support Senior Technician

Technical Support Senior Technician - English & French Speaker

At Dell Technologies, world-class service doesn’t end when customers purchase our innovative products. Our Technical Support team is there for them whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization, and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution, and document it.

Join us as a Senior Technical Support Technician on our Technical Support Team in Casablanca to do the best work of your career and make a profound social impact.

What you’ll achieve

The Technical Support Team is responsible for providing online and distance phone support, through a technical diagnosis of desktops, laptops, peripherals (tablets, printers, projectors, etc.), and customized software assistance that supports Dell products and others according to the situations. As a Technical Support Senior Technician for the Middle East, you will answer questions relating to the installation, the proper functioning, configuration, customization of specific products according to procedures and clearly defined rules (e.g. the type of guarantee, the warranty expiration, the type of customer contract, etc...) and apply a logical technical diagnosis to identify customer issues and investigate the possible causes effectively in order to provide appropriate solutions. 

You will:

• Provide first-level support
• Use troubleshooting techniques and tools to identify technical defects/issues
• Assign incidents in line with documented guidelines and procedures
• Actively support the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout the life of the incident
• Clearly and concisely log and track details of solutions provided to resolve customer issue while maintaining and updating customer database

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for in this role:

Essential Requirements

• Fluent communication skills in English & French 
• Minimum of 1-year related experience in Technical Support
• Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
• Good organizational and interpersonal skills
• Excellent telephone and customer handling skills

Who we are

We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.

Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.

Dell Technologies 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. Read the full Equal Employment Opportunity Policy here.