Technical Support Engineer - Teams

The Support Engineer SE is a critical role in the resolution of complex support incidents related to supporting customer use of the Microsoft 365 platform  

A Support Engineer is knowledgeable in Microsoft 365 services technologies offerings and the platform The successful Support Engineer has the drive and intellectual horsepower to resolve difficult customer issues directly supports customers through telephone and email escalates issues quickly when deep specific skills or other capabilities are required ability to use knowledge of the Microsoft 365 architecture and offerings to provide customer resolution and proactive customer recommendations has excellent communication skills and is fluent in English writes excellent case documentation and is able to handle challenging and politically sensitive customer situations

Qualifications

SOFT SKILLS

• Effective polished interaction with customer to gather information quickly explain customer responsibilities in resolving issue communicate next steps and status and inspire confidence
• Handle challenging and politically sensitive customer situations including the appropriate use of all available resources communicate effectively with Support teams on complex issues
• Excellent spoken and written English communication skills
• Demonstrable troubleshooting skills
• Cross team collaboration
• Logical and critical thinking
• Passion for technology and customer support

EXPERIENCE

At least 2 to 3 years of Technical Support experience including experience in a customer facing or customer technical support role

EDUCATIONCERTIFICATION

Graduate

LANGUAGE

Fluency in English

Technical Requirements

• Microsoft Teams and Skype for Business
• Must have Office 365 Knowledge
• Must have knowledge of Office 365 Administration
• HandsOn expertise with Microsoft Teams and Skype for Business
• Troubleshooting experience with Teams Sign in issues Calling issues and licensing issues
• Must have knowledge about Active Directory
• Must have knowledge about Skype for Business Hybrid
• Basic knowledge about SharePoint Online Skype for Business and Teams will be of added advantage
• Basic knowledge about Skype for Business Server 2013 and 2016
• Knowledge about Server Roles
• Basic knowledge about Azure and Multi Factor Authentication
• Must have Good Verbal and written communications skills
• Must have very strong troubleshooting Problem solving skills