Enterprise Server Support Engineer L2
Lenovo
- Petaling Jaya, Selangor
- Permanent
- Full-time
- Malaysia - Kuala Lumpur - Kuala Lumpur
- Malaysia - Selangor - Petaling Jaya
- Malaysia - Selangor - Selangor Darul Ehsan
- Serve as the primary point of contact for SSG Premium Services hardware, storage, software, and overall problem resolution, interfacing and collaborating with Level 1 agents, Level 3 OEM agents, and hardware and software development teams.
- Ownership of storage, 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 ticket, incident documentation, and knowledgebase updates, as well as other customer and problem documentation as required
- One to Five years of contact center experience in similar Intel-based hardware environments
- Prior experience as a Level 2 enterprise server support engineer
- Troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between componentry and the data flow
- o Networking troubleshooting skills (i.e. Internet protocols)
- o 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
- Storage: NetApp NCSE or any other storage certificate strongly preferred
- VMware: VCP6-DCV, 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
- Malaysia - Kuala Lumpur - Kuala Lumpur
- Malaysia - Selangor - Petaling Jaya
- Malaysia - Selangor - Selangor Darul Ehsan
- Malaysia
- Malaysia - Kuala Lumpur , * Malaysia - Selangor
- Malaysia - Kuala Lumpur - Kuala Lumpur , * Malaysia - Selangor - Petaling Jaya , * Malaysia - Selangor - Selangor Darul Ehsan