OverviewWe're seeking a customer-oriented Technical Support Engineer (Virtualization) to work on behalf of our client to resolve complex customer cases.You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service.This role is expected to take cases escalated by customers and/or Level 1 Support Engineers and should provide quick and accurate support.Driving exceptional outcomes with purpose-built solutions.Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients.We're problem solvers, engagers, and creative thinkers who always strive to help our customers succeed.Our agile, relationship-based support helps the largest, most innovative enterprises thrive.If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for.Join our global team of experts and grow your IT career with us.Tek Experts is part of TeKnowledge – where innovation meets purpose.We're transforming the tech landscape globally, delivering advanced technology services, cybersecurity expertise, and unmatched technical skilling, tailored to the unique landscapes of public and private sectors.Tek Experts is part of TeKnowledge – where innovation meets purpose.We're transforming the tech landscape globally, delivering advanced technology services, cybersecurity expertise, and unmatched technical skilling, tailored to the unique landscapes of public and private sectors.ResponsibilitiesThe Azure Platform Technical Support (APTS) team provides world-class technical support to Microsoft commercial and enterprise clients, focusing on the Azure cloud infrastructure.This is an experienced technical team who supports multiple products within the Microsoft portfolio, including networking, virtualization, app development, authentication, backup, and recovery.You'll work as part of a highly collaborative team to solve intermediate and complex technical problems for medium and large companies.This role will: Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.Mentor junior support engineers as needed or requested by management.QualificationsAPTS is a good fit for you if: You're technically proficient and have higher education classwork in IT or technical work, or experience with enterprise support.You love technology, understand it, and are adept at using it.You're proficient in both written and oral English.You enjoy solving complex technical issues.You're customer-obsessed, take the initiative, and exceed expectations.In this role: English level: 85% At least 1 year of relevant experience.9th grade or High school diploma.Network basic connectivity.Basic Operating systems and how to trouble shoot (Windows, Linux)Basic Hardware knowledge (password reset, VPN devices, AD credentials)Basic knowledge of virtualization (cloud).
