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Premier Technical Support Engineer
2 months ago
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. As a key member of our team, you will be responsible for providing exceptional technical support to our customers, resolving complex technical issues, and collaborating with cross-functional teams to deliver high-quality solutions.
Key Responsibilities- Technical Support: Provide timely and effective technical support to customers via phone, email, and chat, resolving complex technical issues related to Azure Stack HCI, Azure Kubernetes Service, Microsoft Windows Server, and other Azure products.
- Case Management: 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.
- Knowledge Base Development: Document all technical inquiries and develop content for knowledge base to improve customer support and reduce resolution times.
- Collaboration: Collaborate with senior engineers and other support teams to escalate and resolve complex issues, and work closely with internal teams to ensure seamless delivery of solutions.
- Customer Satisfaction: Ensure a high level of customer satisfaction by providing timely and effective support, and maintaining accurate records of support requests, resolutions, and client interactions.
- Cloud Computing: Understanding of cloud computing principles and models (IaaS, PaaS, SaaS), and cloud deployment models (public, private, hybrid).
- Azure Expertise: Familiarity with Hyper-V and virtual machine management, troubleshooting skills for common Azure issues, and basic knowledge of Storage Spaces Direct (S2D).
- Technical Skills: Basic skills in using Azure CLI and PowerShell for automation and management tasks, and basic understanding of Kubernetes and container orchestration.
- Communication: Excellent language, customer issue handling, and communications skills, with high customer concentration and good communication soft skills.
- Education and Certifications: Microsoft Certified: Azure Fundamentals or other relevant certifications, and experience with deployment projects involving cloud infrastructure, virtualization, or Kubernetes.
- Opportunities for Career Development: Opportunities for career growth and development, with access to various training and performance-based rewards.
- Flexible Working Environment: Flexible working environment, with a combination of working from home and office.
