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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 platforms
- Ability 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 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.
- Good communication soft skills.
- Language Skills -English
- Excellent 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.
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 hardware
- Knowledge or experience of datacenter procedures, practices, and equipment can help our customers and peers nail down those pesky install issues!
- Hyperconverged platforms are best.
- Server remote management experience
- Such 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 - Distrito Federal - Mexico D.F.