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    Premier Technical Support Engineer - Monterrey, México - Lenovo

    Lenovo
    Lenovo Monterrey, México

    Encontrado en: Talent MX C2 - hace 1 semana

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    De jornada completa
    Descripción

    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 - Nuevo León - Monterrey * Mexico - Nuevo León - Monterrey * Mexico * Mexico - Nuevo León * Mexico - Nuevo León - Monterrey , * Mexico - Nuevo León - Monterrey
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