Premier Technical Support Engineer

hace 1 semana

Ciudad de México, Ciudad de México Lenovo A tiempo completo

Description and Requirements

Job Functions

Research, troubleshoot and resolve technical issues involving Azure Stack HCI, Azure Kubernetes Service, Microsoft Windows Server, and other Azure products. Document all technical inquiries and develop content for knowledge base. Support key internal initiatives involving pre-release testing, validation and documentation. Provide highly technical end-user support to clients via telephone, chat and ticketing system. Collaborate in a fast-paced environment with multiple teams (software development, quality assurance, product management, etc.). Provide knowledge transfer and informal training to clients and co-workers.

Key Responsibilities:


• Serve as the primary point of contact for ISG's Microsoft Premier Support for software, and overall problem resolution responsible for end-to-end case management. Agent is logged into telephony system and performs direct contact center role via phone, eTicketing, & chat. Agent will interface and collaborating with peer Geo Level 1/2 agents, Level 3 Microsoft OEM Software agents.

• End to End Customer / Case Ownership of all issues including hardware and software.

• Resolve complex, collaborative calls working with Level 3 teams and Software development teams,

• Ensure customer incident resolution at industry leading incident closure rates.

• Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution.

• Accurately diagnose problem severity levels and prioritize call loads appropriately.

• Recreate customer issues when needed, using logs, system management tools, and industry standard problem resolution tools and protocols.

• Generate accurate, high quality trouble ticket, incident documentation, and knowledgebase updates, as well as other customer and problem documentation as required.

Required Skills:

At least 2-3 year of experience in technical support in below Windows-based products.Azure Arc, ARM and Azure Resource Bridge in combination on all platformsAbility to identify a non-certified solutions vs a certified solution by using relevant documentation like Microsoft Hardware catalog, Azure Stack HCI catalog etc..MS Windows Server SoftwareMicrosoft Azure Stack HCI SoftwareMicrosoft Azure Stack Hub SoftwareMicrosoft Azure Kubernetes Services 3-6 years of experience in at least one major virtualization platform such as Hyper-V, VMWare, KVM, AHV, XenServer, etc. Any certificate in these technologies would be a plus.Knowledge of snapshotting, replication, High Availability and Disaster Recovery concepts are crucialKnowledge or experience of Public cloud platforms such as AWS or Azure is also great 3-6 years of experience in Technical Support and Ticketing Software SkillsWe are the stakeholders for interpreting customer issues, translating them into actionable items, and providing start-to-finish communications across teams.You should be familiar with ticketing platforms like Jira, Dynamic365, Salesforce, etc.Experienced in engaging with customers and peers in a technical and professional environment.High customer concentration.Good communication soft skills. Language Skills –EnglishExcellent verbal and written language skills, customer issue handling, and communications skills are essential to this position. Candidates may undergo a detailed interview process consisting of technical scenarios, customer skill vetting, as well as role play interviewing and hands-on problem recreation and problem resolution testing.

Required Skills:

At least 2-3 year of experience in technical support in below Windows-based productsAzure Arc, ARM and Azure Resource Bridge in combination on all platformsAbility to identify a non-certified solutions vs a certified solution by using relevant documentation like Microsoft Hardware catalog, Azure Stack HCI catalog etc..

Additional Skills:

Experience with Storage Area Networks and Storage technologies. Experience with SDS technologies in common Experience and deep insights about S2D architecture and how to analyze any failures, expansion of nodes at scale, this includes PowerShell + ISE in writing. Network common architecture design and deep insights of DCB networking, including RDMA QoS dependencies. Network L3 and L2 in general Experience working with Enterprise-grade Data Center hardwareKnowledge or experience of datacenter procedures, practices, and equipment can help our customers and peers nail down those pesky install issuesHyperconverged platforms are best. Server remote management experienceSuch as XClarity Controller, IMM, ILO, BMC, U38, etc. Ability to write and interpret common scripting languages.Bash, Python, and PowerShell are most used, but any solid coding experience is useful. Additional Locations : * Mexico - Distrito Federal - Mexico * Mexico * Brazil - Distrito Federal * Mexico - Distrito Federal - Mexico

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