Technical Support Specialist for Intel vPro Products
hace 2 semanas
Are you passionate about delivering exceptional customer experiences and driving product enhancements?
We're seeking a highly skilled Product Support Engineer to join our Global Customer Success team at Intel. As a PSE, you'll leverage your technical expertise, customer support skills, and creative abilities to provide top-notch support for Intel vPro products.
Key Responsibilities:
- Collaborate with contact center teams to provide timely and effective support to customers.
- Work closely with business unit vPro engineers to resolve complex customer escalations.
- Develop and deliver training programs to maintain the technical knowledge of contact centers.
- Represent the customer and support perspective in product development meetings.
- Analyze customer contact trends and drive recommendations to improve User Experience and Product Supportability.
- Work with global peers to research, troubleshoot, and resolve technical issues.
Qualifications:
To succeed in this role, you'll need:
Minimum Qualifications:
- Bachelor's degree in a STEM field or equivalent technical experience.
- 2+ years of combined experience with Windows Server, Active Directory, DHCP, DNS, certificates, application load balancers, and Microsoft SQL Server.
- Experience working with end customers to consult and support complex issues to resolution.
- Familiarity with firewalls, gateways, routers, switches, and virtual infrastructure (VPCs).
- Advanced English language skills to communicate effectively with a global team.
Preferred Qualifications:
- Experience with endpoint management, including ME and BMC technologies.
- Familiarity with Intel vPro Enterprise platforms.
- Knowledge of 802.1x, Cisco NAC, and UAC, as well as Certificate Authorities.
- Practical hands-on experience troubleshooting TLS, cipher suites, and certificate chains.
- Experience shepherding complex customer problems through the BU landscape to resolution.
- Working knowledge of deploying infrastructure in the cloud and cloud-native apps in Azure and AWS.
- Experience creating technical knowledge articles based on customer escalation and resolution.
- Create and deliver technical training to contact centers.
- Experience working with PowerShell and Python scripts for system administration.
- Understanding of APIs to automate system processes.
- Cisco CCNA level, entry-level Linux certs, and/or Microsoft certifications are a plus.
- Cloud and virtualization certifications desired (Azure, AWS, VMware).
- Experience with remote management consoles (RMM): TeamViewer, LogMeIn, Atera RMM, RDP, SCCM, and InTune.
Salary Range: $80,000 - $110,000 per year
About Us:
Intel's Sales and Marketing organization works with global customers and partners to solve critical business problems with Intel-based technology solutions. We amplify the customer voice and deliver solutions that accelerate their business across various industries, including retail, enterprise, government, cloud services, and healthcare.
Benefits:
We offer a competitive compensation package, including stock, bonuses, health, retirement, and vacation benefits. Find more information about our amazing benefits here.
Working Model:
This role is eligible for our hybrid work model, allowing employees to split their time between working on-site and remotely.
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