SSG Premium Services Support

Position Name:SSG Premium Services Support

Responsibilities:

• Serve as the primary point of contact for SSG Premium Services hardware, software, and overall problem resolution, interfacing and collaborating with Level 1 agents, Level 3 OEM agents, and hardware and software development teams.
• Ownership of all software, hypervisor, configuration, infrastructure, and usability issues
• Resolve complex, collaborative calls working with Level 3 teams and HW/SW development teams, as well as hardware problem determination and hardware services delivery providers
• 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 tickets, incident documentation, and knowledgebase updates, as well as other customer and problem documentation as required

Qualifications:

• 1~5year of contact center experience in similar Intel-based hardware environments
• Prior experience as a Level 2 support engineer
• Troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between componentry and the data flow.

- Networking troubleshooting skills (i.e. Internet protocols)

- Software-oriented troubleshooting from the Operating System level

• Storage troubleshooting knowledge/skills (software-defined storage in Azure Stack, NetApp)
• Expert technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems
• Deep technical expertise in industry-standard systems management tools
• A business level of English in both Listening/Speaking and Reading/Writing is needed
• Storage: NetApp NCSE or any other storage certificate is strongly preferred
• VMware: VCP6-DCV, and VCIX6-DCV strongly preferred
• Nutanix: NCP NCAP strongly preferred
• Microsoft: Certificate relates to Azure, MCSA, and MCSE certifications (server operating systems, infrastructure, and cloud)
• Red Hat: RHCSA, RHCE, RHCA (Datacenter, Cloud)
• SUSE: CLA, CLP.

PreferredQualifications:

• Remote technical support experience
• Problem determination experience

About Company

this Company is a US$70 billion revenue global technology powerhouse, ranked #171 in the Fortune Global 500, employing 75,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Companyhas built on its success as the world’s leading PC player by expanding into new growth areas of infrastructure, mobile, solutions, and services. This transformation together with Company'sworld-changing innovation is building a more inclusive, trustworthy, and sustainable digital society for everyone, everywhere.