Technical Support Advisory - Storage Devices
Microsoft
San Jose, San José, Costa Rica
hace 4 días

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience.

Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience.

In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Applications & infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance.

You will provide in-depth technical & subject matter expertise for one or more products, services or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes.

Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.

This role is flexible in that you can work up to 50% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals.

Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

  • Team Readiness & Development you will assess the technical and professional capabilities of support staff and assist in developing training plans to address identified gaps.
  • Case Management (Delivery Excellence) you will perform case reviews to ensure process compliance.
  • Managing Collaborative Activities mentor engineers on effective collaboration (cross-team and cross-technologies / lines of business) and quality case handling standards.
  • Supportability Activities you will contribute to customer self-help and volume deflection initiatives.
  • Process Improvement you analyze trends case types, volumes) and collaborate with stakeholder teams to provide product and process improvement feedback.
  • Qualifications

    Language Qualification

    English Language : fluent in reading, writing and speaking.

  • Knowledge on Azure StorSimple
  • Knowledge on Azure Databox products
  • Knowledge on Azure Stack Edge and Databox Gateway Products
  • Knowledge of one or two of the following domains : Operating System / Virtualization, Networking, Microsoft Azure Platform, Storage.
  • Familiarity with SAN / NAS, Hyper-V / VMWare, iSCSI

  • Familiarity with OS Internals concepts (Windows, Linux, etc), Storage, Active Directory and Security
  • Understanding of Virtualization concepts and virtual system administration
  • Experience with VM configuration and administration Networking and shares (SMB, NFS, CIFS, etc)
  • Familiarity with networking concepts including VIPs, NAT, DNS
  • Familiarity with networking tools (ping, tracert, tracemon, etc.)
  • Microsoft Azure architecture and its components (Fabric, Compute, Storage, etc)
  • Knowledge of Microsoft Azure Platform services
  • Azure Platform development and deployment concepts
  • Knowledge on Kubernetes
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