Tech Support Engineer 2

hace 6 meses

San Pedro, Costa Rica Tek Experts A tiempo completo

Overview:
We’re seeking a customer-oriented Tech Support Engineer 2 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 2 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.

**Responsibilities**:
The 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, virtualization, visual studio support, web development and Cloud support. 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**:

- Escalate complex or atypical cases to higher-level technical support 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.

Qualifications:
**APTS 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.
- Basic Web Development knowledge
- Basic networking knowledge
- Basic Windows Server knowledge
- Basic Virtualization knowledge

**In this role**:

- Some higher-level technical classwork or a college degree is preferred.
- Up to 2 years' experience in customer service is preferred.

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