Premier Technical Support Engineer

hace 4 semanas


Xico, México Lenovo A tiempo completo
Job Summary

We are seeking a highly skilled Premier Technical Support Engineer to join our team at Lenovo. As a key member of our technical support team, you will be responsible for providing expert-level technical support to our clients, focusing on Azure-based products and services.

Key Responsibilities:
  • Serve as the primary point of contact for Lenovo's Microsoft Premier Support, responsible for end-to-end case management and problem resolution.
  • Provide technical support via phone, eTicketing, and chat, collaborating with peer agents and Level 3 Microsoft OEM Software agents.
  • End-to-end customer/case ownership of all issues, including hardware and software, with a focus on resolving complex, collaborative calls.
  • Maintain outstanding customer satisfaction scores through professional communication and soft skills.
  • Accurately diagnose problem severity levels and prioritize call loads appropriately.
  • Generate accurate, high-quality trouble ticket, incident documentation, and knowledge base updates.
Requirements:
  • At least 2-3 years of experience in technical support for Windows-based products, including Azure Arc, ARM, Azure Resource Bridge, and Microsoft Azure Stack HCI.
  • 3-6 years of experience in a major virtualization platform, such as Hyper-V, VMWare, KVM, AHV, XenServer, etc.
  • Knowledge of snapshotting, replication, High Availability, and Disaster Recovery concepts.
  • Experience with Public cloud platforms, such as AWS or Azure.
  • Technical support and ticketing software skills, including familiarity with platforms like Jira, Dynamic365, Salesforce, etc.
  • Excellent verbal and written language skills, customer issue handling, and communication skills.
Language Skills:

Excellent verbal and written language skills, customer issue handling, and communication skills are essential for this position.



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