Technical Support Engineer (VTS)

Ingram Micro; Estado de México; Presencial; MXN 279.000 - 469.000; Jornada completa

Descripción de la vacante

Ingram Micro is seeking a dedicated Technical Support Specialist to handle inbound Billing and Technical service requests via phone and email. You will log, triage, and resolve issues, applying knowledge of cloud solutions and SaaS platforms to ensure customer success.

Strong communication and problem-solving skills are essential for rapid resolution and customer satisfaction. The role requires collaboration with cross-functional teams and occasional weekend hours to support a 24x7 business.

Formación

• Must have excellent verbal and written communication skills and strong analytical abilities.

Responsabilidades

• Respond to inbound Billing and Technical service requests via phone and email.
• Log issues and status updates in internal tracking system.
• Resolve complex customer Billing inquiries and ensure customer success.
• Identify root causes and diagnose as software defects or misconfigurations.
• Support multiple cloud solutions (e.g., Microsoft O365, AWS, Azure).
• Assist in developing service desk processes and procedures.
• Coordinate with internal teams and vendors to resolve issues within OLAs.
• Triaging to internal/external teams to meet SLA targets.
• Monitor systems and handle events within 5 minutes during working hours.
• Act as first responders to outages and outages management.

Conocimientos

Excellent communication

Microsoft O365

SaaS troubleshooting

Customer-focused

Analytical problem-solving

Ability to work weekends

Linux basics

APIs webservice (JSON REST OAuth)

JIRA & Confluence

Educación

High school diploma

Secondary degree preferred

Herramientas

JIRA

Confluence

Docker

Kubernetes

Apache

IIS

MySQL

MSSQL

PostgreSQL

DNS

HTTP/HTTPS

Linux

Descripción del empleo

• 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.
• Understands 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
• Note: This is not a complete list of tasks.

Essential Responsibilities Of Your Role:

• 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.
• Understands 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
• Note: This is not a complete list of tasks.

Knowledge, Skills, and/or Abilities You Need To Have:

• 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.
• Previous experience troubleshooting and debugging SaaS cloud solutions is an asset.
• 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.
• Must be available to work weekends and after hours as needed.
• High school diploma (or equivalent) required. Secondary degree preferred.
• 2+ years of experience working in capacity of Technical Support or similar
• 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 Nice to have. Exposure to:
• 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
• This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.