Premier Technical Support Engineer

3 weeks ago


Eastern Ontario, Canada Lenovo Full time
About the Role

We are seeking a highly skilled and experienced Technical Support Professional to join our Lenovo ISG team as a Premier Technical Support Engineer - Cloud Services. This is a critical role that requires strong technical skills, complex problem-solving abilities, and excellent customer support and communication skills.

Key Responsibilities
  • Provide highly technical end-user support to clients via phone, chat, and ticketing system.
  • 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.
  • Collaborate in a fast-paced environment with multiple teams (software development, quality assurance, product management, etc.).
Requirements
  • Understanding of cloud computing principles and models (IaaS, PaaS, SaaS), and cloud deployment models (public, private, hybrid).
  • Familiarity with Hyper-V and virtual machine management, troubleshooting skills for common Azure issues.
  • Basic knowledge of Storage Spaces Direct (S2D).
  • Understanding of Azure integration and management tools such as Azure Portal and Windows Admin Center, Azure Active Directory for identity and access management.
  • Basic skills in using Azure CLI and PowerShell for automation and management tasks, basic understanding of Kubernetes and container orchestration is a plus.
  • Knowledge of key Azure services such as Azure Virtual Machines, Azure Storage, and Azure Networking.
  • Understanding of virtual networks, subnets, and network security groups.
  • Basic knowledge of Azure security features and best practices.
  • High customer concentration, good communication soft skills.
  • Business Fluent English.
Preferred Qualifications
  • At least 1-3 years of experience in technical support in Windows-based products.
  • Knowledge of snapshotting, replication, High Availability and Disaster Recovery concepts.
  • Knowledge or experience of public cloud platforms such as AWS or Azure.
  • 2-5 years of experience in Technical Support and Ticketing Software Skills.
  • Familiarity with ticketing platforms like Jira, Dynamic365, Salesforce, etc.
What We Offer
  • Opportunities for career development & growth.
  • Access to various training.
  • Performance-based rewards.
  • Flexible working environment (combination of working from home/office).


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