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Summary
Description and Requirements
The Infrastructure Solutions Group (ISG) Technical Support Engineer is a critical member of the Lenovo ISG Services Delivery team. Strong technical skills, complex problem collaboration skills, as well as outstanding customer support and professional communications skills are essential to ensuring the best possible customer experience while resolving a high percentage of customer incidents. Contact Center Engineers must resolve the most complex customer problems, often collaborating with Microsoft's software Level 3 support teams.
ISG Premier Technical Support Engineer must be experienced remote support agents within a direct contact center environment. Engineer must have strong technical background in MS Azure and Azure Cloud products
We're looking for a professional who is well-rounded and customer-focused, with a love for solving problems. As a Tier 2 Cloud Services Technical Support Engineer you will be a part of an award-winning support team that provides Azure customers the highest level of support while working on an industry-leading product.
Job Functions
- Research, troubleshoot and resolve technical issues involving Microsoft 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.
You Bring:
- At least 2-3 year of experience in technical support in below Windows-based products.
- MS Windows Server Software
- Microsoft Azure Stack HCI Software
- Microsoft Azure Stack Hub Software
- Microsoft 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 crucial
- Knowledge 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 Skills
- We 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.
Additional Locations:
- Malaysia - Selangor - Petaling Jaya
- Malaysia
- Malaysia - Selangor
- Malaysia - Selangor - Petaling Jaya
