.Job FunctionsResearch, 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.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 ISG's Microsoft Premier Support for software and overall problem resolution responsible for end-to-end case management. Agent is logged into the telephony system and performs a direct contact center role via phone, eTicketing, & chat. Agent will interface and collaborate with peer Geo Level 1 / 2 agents, Level 3 Microsoft OEM Software agents.End to End Customer / Case Ownership of all issues including hardware and software.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 knowledge base updates, as well as other customer and problem documentation as required.Required Skills :At least 2-3 years of experience in technical support in Windows-based products such as Azure Arc, ARM, Azure Resource Bridge, Microsoft Windows Server, Microsoft Azure Stack HCI, Microsoft Azure Stack Hub, and Microsoft Azure Kubernetes Services.3-6 years of experience in at least one major virtualization platform such as Hyper-V, VMWare, KVM, AHV, XenServer, etc.Knowledge of snapshotting, replication, High Availability, and Disaster Recovery concepts.Experience with Public cloud platforms such as AWS or Azure.Experience in Technical Support and Ticketing Software Skills.Familiarity with ticketing platforms like Jira, Dynamic365, Salesforce, etc.Engagement with customers and peers in a technical and professional environment.Good communication soft skills.Language Skills :Excellent verbal and written language skills, customer issue handling, and communication skills are essential to this position
