Job Description

Cloud Services Support Engineer

General Information

Req #

WD00027098

Career area:

Services

Country/Region:

India

State:

Karnataka

City:

BANGALORE

Date:

Wednesday, September 14, 2022

Working time:

Full-time

Additional Locations:

• BANGALORE - Karnataka - India

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big-huge.

We're not just a US$70 billion revenue Fortune Global 500 company, we're one of Fortune's Most Admired. We're transforming the world through intelligent transformation, offering the world's most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions-not just the select few-experience our version of a smarter future.

The one thing that's missing? Well... you...

Description and Requirements

Cloud Services Technical Support Engineer (L1 Azure)

The Cloud Services Technical Support Engineer is a critical member of the SAAS Support 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. Support Engineers must resolve the most complex customer problems, often collaborating with Cloud software Level 3 support teams.

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 Office 365 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, M365 customers and other Cloud technologies 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 Cloud Services, Microsoft 365, along with other Cloud & SaaS Products.
• Document all technical inquiries and develop content for knowledge base.
• Support key internal initiatives involving pre-release testing, validation, and documentation.
• This is a Global Support is provided 24/7 rotational shifts.
• Provide highly technical end-user support to clients via telephone, email, and ticketing system.
• Collaborate in a fast-paced environment with multiple internal teams for account & subscription management.
• Work 3PO wherever needed to support the scenarios.
• Work with Global Team Leads from Sale, Billing, and other LOBS.

Key Responsibilities

• Serve as the primary point of contact for Cloud Service, and overall problem resolution responsible for end-to-end case management. Log into telephony system and perform contact center role via phone, e-Ticketing, and email.
• Ability to quickly identify customer issues and being able to conduct in-depth diagnostics on O365, M365, Exchange migration, SharePoint and Intune product and services representing company.
• Resolve complex, collaborative calls working with 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 2-5 year of experience in technical support in below Azure and M365 based products.

• Azure Services (AAD, VM, Networking, Storage)
• MS Office (Installation, Activation etc.)
• MS Teams
• OneDrive for business
• SharePoint online (Permissions, File management etc.)
• Exchange online (Mailbox creation, management, migration, mail-flow etc.)
• 3-5 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.
• Experienced in engaging with customers and peers in a technical and professional environment.
• High customer concentration.
• Good communication soft skills.
• Language Skills - English (Native)

• 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.

Education and Experience

• Bachelor or higher Degree in Computer Science, Information Technology, or a related technical field
• Azure Associate/Expert Level Certification is mandatory (AZ-104, AZ 303/304, AZ- 305)
• Microsoft Fundamental level certified on any or few cloud products. (Like MS 100, MS 900, MS 700, etc...)

• BANGALORE - Karnataka - India