Premier Technical Support Engineer - Monterrey, México - Lenovo

Lenovo

Empresa verificada

Monterrey, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

General Information:

Req #
WD Career area:

Services

Country/Region:
Mexico
State:
Nuevo León
City:
Monterrey
Date:

Thursday, April 18, 2024

Working time:
Fulltime
Additional Locations:

Mexico

Nuevo León
Monterrey

Mexico

Nuevo León
Monterrey

Why Work at Lenovo:

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets.

Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world's largest PC company by further expanding into growth areas that fuel the advancement of 'New IT' technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.

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 prerelease testing, validation and documentation.
Provide highly technical enduser support to clients via telephone, chat and ticketing system.
Collaborate in a fastpaced environment with multiple teams (software development, quality assurance, product management, etc.).
Provide knowledge transfer and informal training to clients and coworkers.

Key Responsibilities:

Serve as the primary point of contact for ISG's Microsoft Premier Support for software, and overall problem resolution responsible for endtoend 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 23 year of experience in technical support in below Windowsbased products.
Azure Arc, ARM and Azure Resource Bridge in combination on all platforms
Ability to identify a noncertified solutions vs a certified solution by using relevant documentation like Microsoft Hardware catalog, Azure Stack HCI catalog etc.
MS Windows Server Software
Microsoft Azure Stack HCI Software
Microsoft Azure Stack Hub Software
Microsoft Azure Kubernetes Services
36 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 crucial
Knowledge or experience of Public cloud platforms such as AWS or Azure is also great
36 years of experience in Technical Support and Ticketing Software Skills
We are the stakeholders for interpreting customer issues, translating them into actionable items, and providing starttofinish 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 English

Required Skills**:

At least 23 year of experience in technical support in below Windowsbased products
Azure Arc, ARM and Azure Resource Bridge in combination on all platforms
Ability to identify a noncertified 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, includi