Tech Support Specialist

hace 5 días


San José, San José, Costa Rica Tek Experts A tiempo completo
About the Role

We're seeking a highly skilled and customer-focused Tech Support Engineer to join our team at Tek Experts. As a key member of our Azure Platform Technical Support (APTS) team, you will provide world-class technical support to Microsoft commercial and enterprise clients, focusing on the Azure cloud infrastructure.

Key Responsibilities
  • Communicate with end users, system administrators, and solution integrators to identify, diagnose, and troubleshoot technical issues, and provide guidance on resolving the issue.
  • Apply technical knowledge relevant to the solution to identify remediation steps, 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.
Requirements
  • Technical proficiency and higher education classwork in IT or technical work, or experience with enterprise support.
  • Proficiency in both written and oral English.
  • Ability to solve complex technical issues.
  • Customer-obsessed, takes the initiative, and exceeds expectations.
  • At least 1 year of technical and customer support experience.
  • Basic knowledge of virtualization and network connectivity.


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