DCG Cloud Services Technical Support Engineer

DCG Cloud Services Technical Support Engineer

Lenovo India Private Limited
Kuala Lumpur Malaysia
2-3 years
Not Specified

Job Description


Job Description :
Position Description: The Lenovo Data Center Group (DCG) Cloud Services Technical Support Engineer is a critical member of the Lenovo DCG 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. DCG Cloud Services 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. Excellent language, 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. Job Functions • Research, troubleshoot and resolve technical issues involving Azure Stack HCI, Azure Cloud Platform, Azure Datacenter, Azure Application Development 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 DCG’s Cloud Service 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, and forums. Agent will interface and collaborating with peer Geo Level 1 agents, Level 3 OEM SW agents. • End to End Customer / Case Ownership of all issues. • 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. Position Requirements: Required Skills: • At least 2-3 year of experience in technical support in below Windows-based products. o MS Windows Server and SQL Server Software o Microsoft Azure Stack HCI Software o Microsoft Azure Stack Hub Software o Microsoft Azure Plan o Microsoft Azure Reserved Instances • 3-6 years of experience in at least one major virtualization platform such as Hyper-V, VMWare, KVM, AHV, XenServer, etc. Any certificate would be a plus point. o Knowledge of snapshotting, replication, High Availability and Disaster Recovery concepts are crucial o 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 o We are the stakeholders for interpreting customer issues, translating them into actionable items, and providing start-to-finish communications across teams. o You should be familiar with ticketing platforms like Jira, Zendesk, Dynamic365, Salesforce, etc. o Experienced in engaging with customers and peers in a technical and professional environment. o High customer concentration. o Good communication soft skills. • Language Skills – Bilingual English (Native)+ Japanese (Native) o 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. o iSCSI, NFS, CIFS are all integral to our platform. Understanding the differences and use-cases, as well as having the experience to effectively work with these technologies, is very useful. • Experience working with Enterprise-grade Data Center hardware o Knowledge or experience of datacenter procedures, practices, and equipment can help our customers and peers nail down those pesky install issues! o Hyperconverged platforms are best. • Server remote management experience o Such as XClarity Controller, IMM, ILO, BMC, U38, etc. • Ability to write and interpret common scripting languages. o Bash, Python, and PowerShell are most used, but any solid coding experience is useful. • Ability to write and interpret SQL statements a plus. o PostgreSQL administration experience a big plus Education and Experience • Bachelor or higher Degree in Computer Science, Information Technology or a related technical field o Experience commensurate to the equivalent for highly motivated and skilled candidates Mandatory requirements: • Language Skills – Bilingual English (Native)+ Japanese (Native)

We are an Equal Opportunity Employerand do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.

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