Premier Support Engineer with German/French

Náplň práce, právomoci a zodpovednosti:
We are seeking a skilled and customer-focused Premier Support Engineer fluent in English and or French to join our Infrastructure Solutions Group (ISG). In this role, you will be the point of contact for hardware and software support, ensuring high-quality resolution of technical issues and maintaining exceptional customer satisfaction.. This role reports to the Technical Support Manager for Premier Support.

Your Key Responsibilities will be:

- Serve as the primary point of contact for ISG hardware, software, and overall problem resolution.
- End-to-end case management.
- Provide live call center technical support using multiple systems, including phone, chat and eTicketing.
- Interface and collaborate with peer Geo Level 1 agents, Level 3 OEM agents, and hardware and software development teams.
- Ownership of all software, hypervisor, configuration, infrastructure, and usability issues
- Resolve complex, collaborative calls working with Level 3 teams and Hardware/Software 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 knowledge base updates, as well as other customer and problem documentation as required

Technologies you will work with:

Network troubleshooting experience
Technical knowledge of VMware, Microsoft, Red Hat and SUSE operating systems
Microsoft: MCSA and MCSE certifications (server operating systems, infrastructure, and cloud)
VMware: VCP-DCV, VCIX-DCV strongly preferred
Red Hat: RHCSA, RHCE, RHCA (Datacenter, Cloud, High Availability)
SUSE: SCA, SCE, CLP, Rancher
Nutanix: NCA, NCP-MCI, NCM-MCI
Containers: Rancher, Kubernetes, Docker, Tanzu
Hyperconverged Technologies: Nutanix, Azure, VSAN, etc.

Zamestnanecké výhody, benefity:
A multitude of professional and personal opportunities
Charity, volunteering and other fun activates and clubs to join
An international organization with a high focus on all types of Diversity in the team
3 sick days per year
Additional vacation days
100% sick leave compensation up to 2 months per year
A broad selection of soft / hard skills trainings and individual mentoring
Employer contribution to the Third Pillar Pension System
Life & life events insurance, fully covered by company 

Požiadavky na zamestnanca:
- 3+ years of direct contact center experience in similar Intel and AMD based hardware environments
- Prior experience as a Level 2 contact center agent
- Experience troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between component and the data flow
- Shift assignment plus weekend and holiday coverage may be required
- Fluent English - written and verbal
- Must have French or German proficiency to C1/C2 levels - written and verbal