Sr Technical Engineer - Billing Support

Key Job Functions/Requirements

·Handling support requests from customers, by staying on top of new features and enhancements and being subject matter expert, and providing level two diagnoses and issue resolution

·Triaging to internal and external teams, pushing for resolution within OLAs by being the Customer advocate with Engineering, Development, Vendor teams

·Monitoring systems and handling events, proactive

·Recognizing and acknowledging alerts, responding to alerts or emergency issues within 5 minutes during working hours (Event Management)

·Act as a first responder to service outages and performance degradation by moderating conference calls and engaging triage teams to restore service in the shortest time possible (Incident Management)

·Document, publish and maintain knowledgebase articles to help optimize the workforce

·Passion for providing exemplary customer service, strong customer focus

·Established and productive professional individual contributor. Works independently with general supervision. Problems faced are difficult and may be complex. May influence others within the job area through explanation of facts, policies and practices.

·Works on moderate to complex projects.Usescompany standard policies and procedures to resolve a variety of issues

·Exercises judgment within defined procedures and practices to determine appropriate action. Receives moderate level of guidance. Work is reviewed for soundness of judgment and overall accuracy

·Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills

·Familiarity with Azure storage solutions, backup and recovery strategies, S2S VPN, and familiarity with other Azure services

·Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve complex technical issues

·Implementing security measures: Applying security best practices to Azure Virtual Desktop settings, such as multi-factor authentication, encryption, and network security measures, to defend against unauthorized access and data breaches

·Monitoring and troubleshooting entails maintaining peak performance and finding and fixing any issues that develop

·Assisting partners with technical difficulties connected to Azure and providing documentation, such as user guides and knowledge base articles, to facilitate self-service troubleshooting and user training

·Attain high level of customer satisfaction within the defined SLAs

·Engage the client closely to drive long running/high prioritycases by removing blockers, advocating these cases to vendors, and driving a successful closure to the issues with minimal MTTR

·Strong knowledge of Microsoft Office 365

·Passion for driving exceptional customer experience

·Previous experience troubleshooting and debugging SaaS cloud solutions is an asset

·Ability to work through ambiguity and thrive in a rapidly changing business environment

·Eager to learn new technologies

·Self-motivated and proactive in performing duties

Education

·Bachelor’s Degree in Computer Scienceorequivalent

Minimum Experience

·4+ years

Specialized Knowledge & Skills

·Knowledgeable with: SaaS platforms and Cloud Services (i.e. MS Azure, AWS, GCP)

·Knowledge of CSS, HTML, and related technologies

·Knowledgeable in Agile Management Tools (i.e. Confluence, JIRA)

·Strong knowledge of Web Services and Serialization (i.e. XML, JSON, SOAP, REST)

·Hands-on experience with Zendesk

·Experience with SAP

·Experience with SQL and database concepts

·Experience working with Webservers and Databases, Apache, IIS, MySQL, MSSQL and PostgreSQL

·Working with Monitoring tools (e.g. Zabbix, Datadog,Monitis)

·Strong knowledge of Application, Protocols: DNS, HTTP, HTTPS (SSL), FTP

·Understanding of and experience working on Linux or Windows environments

Additional Knowledge & Skills

·Knowledge oforcertification in: ITIL

·Knowledge of or certification in: Microsoft Azure, GCP, or AWS

·Hands-on experience with Cloud platforms such as Microsoft Azure

·Programming/scripting experience at least some of the following: Bash, Python, PowerShell, PHP

·Knowledge of SQL

·Exposure to virtualization and orchestration technologies such as Docker and Kubernetes

·Multi-languages: Preferred but not mandatory: Spanish, French, Portuguese, German, or Italian is a plus

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.