Lenovo

The Infrastructure Solutions Group (ISG) Technical Support Engineer is a critical member of the Lenovo Services Delivery team. 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.

What you’ll be doing:

• 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.
• Resolve complex, collaborative calls working with Level 3 teams and Software development teams,
• Provide knowledge transfer and informal training to clients and co-workers.
• 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.

Basic Qualifications

• 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

Preferred Qualifications:

• 3+ 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+ years of experience in Technical Support and Ticketing Software Skills. 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.
• 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.
• Experience with Storage Area Networks and Storage technologies. 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
• 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.