Technical Support Advisor
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A Partner Technical Advisor (PTA) is a service delivery focused subject matter expert. They are responsible for incident metrics such as Customer Satisfaction (quality of the support experience), frontline engineer technical readiness and process compliance. They provide in-depth technical and subject matter expertise for one or more services or scenarios. Their primary accountability is to the engineers at a support vendor (also known as a supplier or delivery partner), focusing on the higher volume services and engaging through technical and subject matter expert mentorship, readiness and escalation management. They are expected to contribute to technical expertise and issue resolution globally.
Responsibilities
Core (all people in this role perform these duties; depending on tenure some duties may be minimal
- Provide 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 Partners
Optional (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.
Qualifications
Language Qualification
English Language: confident in reading, writing, and speaking.
- General Windows Operating system “Core” features and troubleshooting, namely:
Great troubleshooting knowledge in the technologies related with Windows Storage and High Availability topics. Examples:
- Backup and Restore
- Clustering and High Availability
- Containers
And great troubleshooting knowledge in the technologies related with Windows Performance topics. Examples:
- Crashes and Hangs
- Performance
- Slow Boot
- Shell/UI
Or Great troubleshooting knowledge in the technologies related with Windows Deployment topics . Examples:
- General Windows Operating system “Core” features and troubleshooting
- OS Installation and Deployment
- OS Licensing and Activation
- OS Update and Servicing
- BitLocker and Secure Boot
- Drivers and Hardware
- MDM (Mobile Device Management)
- Nano Server
geo
in Egypt , Cairo city
number of positions
1 Jobs available, apply now
job type
FULL TIME
experience years
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2 years ago
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