Solutions Factory Support Engineer
Tech Data Corporation
Bracknell, United Kingdom
5d ago

Overview

Team is globally distributed across North America and Western Europe. The Digital Solution team has a focus on identifying IT problems that exist and designing cloud centric solutions to solve those issues.

We are split into Product Management and Automation functions. This role is responsible for triaging, investigating, remediating, and documenting support issues that customers may experience with systems.

This role will be challenging as these digital solutions often involve an anchor vendor such as AWS or Microsoft Azure, while also including components from other vendors such as open-source software, Veeam, NetApp, Red Hat, etc.

You will frequently need to learn, work with, and become proficient quickly in emerging technology. This role is a technical escalation point starting after basic triage has been completed.

Once an issue is understood and remediated it will be documented and integrated into our flows. This role will also be responsible for updating and maintaining our error codes, handling, and the overall support experience for the factory.

Sound interesting? If so, check out the below video to see what it's like to work at Tech Data!

What you will be doing :

  • Keeping up to date and certified on common support problems in Azure an AWS such as DNS, VPN, cores / quotas, deployment failures, DSC, etc.
  • Build out a support process for Solution Factory customer deployments and document that process. Work with leadership for commitments from other divisions to follow that process.
  • Regularly interact with engineering and executive level members at customers.
  • Regularly be investigating issues in a production environment with customers around Azure and AWS.
  • Diagnose, triage, and communicate issues back to Tech Data developers on how to adapt to fit these support issues and document them.
  • Maintain and set golden standard for our support documentation and process.
  • Work out of FreshDesk / ZenDesk, Jira, and Azure DevOps with development and product management on issues.
  • Act a key role helping drive up customer satisfaction and most importantly drive error reduction through excellence and influence of team culture and practices.
  • Qualifications, Required Knowledge Skills & Abilities and Working Conditions.

    Desired Profiles

  • Experience or certifications in Microsoft or AWS
  • Previous experience doing cloud diagnostics and support or deployment and implementations
  • Well spoken and clear in communications with documentation experience.
  • Familiarity with logging tools such as graylog, monitor, splunk, etc are a plus.
  • Job History Profile (Preference will be given based on above qualifications)

  • Proactive and result driven person able to deal with change and stress
  • 5+ Years of work experience
  • Bachelor’s degree (Preferred but no required)
  • LI-MJ1

    Cultural Competency Requirements :

  • Within Tech Data diversity is one of our fundamental shared values. We are a multi-cultural environment and we pride ourselves on being a welcoming place of work where we celebrate inclusion and champion people from a multitude of backgrounds.
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