Technical Support Engineer - VTS

Ingram Micro•Buffalo, NY

About The Position

Accelerate your career. Join the organization that's driving the world's technology and shape the future. Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey! We are looking for a Technical Support Engineer to join our high-performing support team and provide technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement. You will be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top-notch customer experience.

Requirements

Must be available to work weekends and after hours as needed
High school diploma (or equivalent) required.
2+ years of experience working in capacity of Technical Support or similar
Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills
Strong knowledge of Microsoft O365
Ability to prioritize user requests effectively and manage user expectations
Ability to balance attention to detail with expeditious execution in a fast-paced environment working
Passion for driving exceptional customer experience
Ability to work through ambiguity and thrive in a rapidly changing business environment
Understanding of related terminology and concepts
Strong analytical and problem-solving skills
Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL
Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP
Basic understanding or experience working on Linux environments
General understanding of technologies on Apis webservice: JSON, REST, OAuth,..
Flexibility working some weekends and later hours to help fulfill a 24x7 business
Passion for providing exemplary customer service, strong customer focus
Eager to learn new technologies
Good verbal and written professional communication, fluent in French & English.
Self-motivated and proactive in performing duties
Attention to detail
Teamplayer
Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.

Nice To Haves

Secondary degree preferred
Previous experience troubleshooting and debugging SaaS cloud solutions is an asset
ITIL certification
Microsoft Azure certification
Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP
Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP
Knowledge of SQL
Exposure to virtualization and orchestration technologies such as Docker and Kubernetes
Experience with JIRA and Confluence

Responsibilities

Responding to inbound Billing and Technical service requests over the phone and email per day directly with customers
Accurately and efficiently log all issues and status updates in our internal tracking system
Understand client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success
Evaluate and provide resolution for complex customer Billing inquiries
Identify root cause(s) and diagnose as software defects, misconfiguration, content issues, or end user issues
Supporting multiple cloud solutions (I.e. Symantec, Acronis, Dropbox, Microsoft O365)
Contributing to the development of service desk processes and procedures
Interacts closely with various departments and vendors to provide timely resolution on issues
Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert and providing diagnoses and issue resolution on our Platform.
Triaging to internal and external teams, pushing for resolution within OLAs by being the Customer advocate with Engineering, Development, and 3rd party Vendor teams
Monitoring systems and handling events, proactively recognizing, and acknowledging alerts, responding to alerts or emergency issues within 5 minutes during working hours (Event Management)
Act as first responders to service outages and performance degradation by moderating conference calls and engaging Triage teams to restore service in the shortest time possible (Incident Management)
Drive operational efficiency and improvements