Partner Technical Advisor

Job Description

Technical Advisor (TA) specialize in product configuration. As a TA, you will investigate and solve critical, complex, technical issues and employ problem isolation techniques and product knowledge to solve problems. You will use sophisticated tools and analysis requiring the highest skill level of conflict resolution and collaboration. You will be responsible for building robust relationships across the business engaging with high profile individuals in order to deliver a quality support experience enabling overall customer success. We are also passionate about knowledge sharing and prioritize continuous learning and feedback sessions to provide ongoing mentoring within the technical support community. We seek out people who: Are thoughtful, analytical leaders Have a passion for technology and continuous learning Thrive in dynamic, high-stress environments Are eager to collaborate and build strong relationships Are able to see a problem from many angles Embrace multicultural environmentsCore (all people in this role perform these duties; depending on tenure some duties may be minimalProvide technical and SME coaching for Delivery Partner (DP) Engineers/Advocates Partner with the Support Delivery Manager (SDM) and CSS Training teams to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable. Own case management duties (incoming inspection, escalations, tech reviews/triage, wellness, reduced time to. measures) Provide Readiness Content (identify need for and create content; contribute to readiness efforts where you are the Subject Matter Expert (SME)) Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process) Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working with Stakeholders like Supportability Program Managers) Release Management and Deployment for Delivery Partners (ensure it happens, do not own directly) As a technical/program SME, collaborate with all stakeholders to identify and recommend technical/program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond. Provide Frontline Technical or Sales Operations Oversight to Delivery PartnersOptional (people in this role may perform these duties, can vary by line of business) Provide Frontline Operations Metrics Oversight Participate in DP ROB (WBR/QBR/MBR) Participate in Product Group Triages (coordinated with Eng. and Service TAs) Approval of escalations to product group on behalf of DP (known as ICMs, Bugs or similar varies by SBU) Drive Down Speed or Time to Competency for DP Resources Participate in Technical and SME Interviews for New PTA Hires Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise) Run Non-Top Box and Deviation Analysis (including Approval) Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.Technical Advisor responsibilities include: Ensuring we meet or exceed both quality and productivity goals in the most cost-efficient manner. Build successful partnerships and create structured action plans to drive quality and operational improvements. Guide peer team and internal teams to ensure aggressive progress on deliverables, consistency in approach, share best practices, and collaborate on quality initiatives to enhance service delivery. Identify and drive technical improvements to the services or processes that will materially improve the quality of the services, decrease costs associated with delivering them, or will otherwise improve the services from a technical and/or business perspective. Help define and evangelize operational standards, processes, and practices to vendor teams. Focus on readiness and technical triage/training creation and delivery. Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Collaborates with other Technical Advisors and escalation resources when appropriate. Responsible for managing a relationship with customers including thoroughly documenting case work, driving the quickest resolution possible to the customer s issues. Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line. Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs. The successful candidate will have good knowledge of Microsoft Windows 2003 and 2008 Server, Windows 2012 and Windows 10. Specialty product knowledge is required for Intune Mobile Device Management tool They should have expert knowledge of advanced troubleshooting to analyze problems and develop solutions to meet customer needs. The candidate will develop and deliver advanced technical support training. This includes setting customer expectations, devising and implementing action plans, advanced technical troubleshooting, managing complex situations, and professionally communicating to all parties involved. Experience working with outsource vendors a plus. Must thrive on a fast pace, be extremely flexible, and able to work with ambiguity. Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.Language QualificationEnglish Language: fluent in reading, writing and speaking.ELIGIBILITY CRITERIA: Qualifications At least 5 years of IT or Technical Support experience (in Tier 3 Intune support). B.S. degree in Computer Science or equivalent experience. Subject Matter Expert knowledge of one or more of the following domains: Strong knowledge of: any Windows OS, Mobile device OS, Client/Server knowledge, understanding of Cloud services, Mobile device configuration and app deployment Nice to have would include: Exchange, SCCM, Cloud products like Azure, Office 365 and programming knowledge. Expert level industry experience with Mobile Device Management and Mobile Application Management, including Intune or third-party solutions. Strong problem-solving skills includes troubleshooting, problem analysis and resolution, good judgment/decision making ability. Genuine passion for technology and desire and aptitude to increase technical skill level required. Must possess the ability to work independently with minimal management supervision and as part of an international team of engineers. Demonstrated aptitude for providing exceptional customer service in politically charged environments; Proven Leadership and cross site collaboration skills. Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and team content development; Ability to apply technology to improve existing products and systems at customers and for internal use; Ability to actively participate in team support by proposing and implementing solutions. Foundation concepts: Operating Systems Concepts Active Directory, Security, OS Internals Networking concepts DNS, protocols, Devices IIS Concepts Configuration, ISAPI, Architecture, SSL and Kerberos Exception Handling Memory Management concepts Tools Netmon, Perfmon, SQL Profiler Basic debugging skills Basic SQL Server Administration concepts

Keyskills :
case worksql server administrationmobile device managementcustomer servicesafetyactive directorymechanicaltroubleshootingwindows osos internalssalesoffice 365problem solvinginspectionnew hiressql serversubject matter expertisesql profiler