Descripción del puesto

• Assist customers with Huawei Cloud-related issues, including troubleshooting, connectivity, performance, and security concerns.
• Diagnose and resolve technical problems with Huawei Cloud services such as ECS (Elastic Cloud Server), RDS (Relational Database Service), and OBS (Object Storage Service).
• Provide guidance on Huawei Cloud best practices, including optimal configurations and security measures.
• Respond to customer inquiries via email, chat, or phone, ensuring timely resolution of requests.
• Educate customers on Huawei Cloud features, functionalities, and usage optimizations.
• Collaborate with GTAC (Global Technical Assistance Center) teams to improve customer experience.
• Manage Service Requests (SR) within Huawei's eCare system.
• Handle escalation processes, SLAs, RMAs, and critical incidents.
• Ensure proper communication with ICT teams and management regarding major service disruptions.
• Maintain detailed records of customer interactions, solutions, and troubleshooting steps.
• Identify recurring issues and contribute to knowledge base updates.
• Conduct training sessions to enhance internal team knowledge-sharing.
• Work both independently and in teams to provide effective solutions.
• Maintain excellent verbal and written communication skills.
• Stay updated on Huawei Cloud advancements and networking trends.

Requisitos

• English: Mandatory
• Cloud Platforms: Familiarity with AWS, Azure, or Google Cloud.
• Networking: Understanding of TCP/IP, DNS, VPNs, and firewalls.
• Operating Systems: Experience with Linux and Windows environments.
• Troubleshooting: Ability to diagnose and resolve cloud-related issues.
• Ticketing System: Ability to record issues and follow customer’s status on Service Requests.

Soft Skills

• Communication: Clear and professional interaction with customers.
• Problem-Solving: Ability to analyze issues and provide solutions.
• Time Management: Handling multiple support tickets efficiently.
• Customer Service: Patience and empathy when assisting users.

Certifications or Courses (Optional but Beneficial)

• AWS Certified Cloud Practitioner, Microsoft Certified: Azure Fundamentals or Google Associate Cloud Engineer
• Network+ or Cisco CCNA
• (Zendesk, Jira, ServiceNow, etc.)
• CompTIA Linux+, Red Hat Certified System Administrator (RHCSA),Linux Ubuntu