Technical Support Engineer - Teams

Responsibilities

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 politicallysensitive 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

Crossteam 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

1 Must have Office 365 Knowledge

2 Must have knowledge of Office 365 Administration

3 HandsOn expertise with Microsoft Teams and Skype for Business

4 Troubleshooting experience with Teams Sign in issues Calling issues and licensing

issues

5 Must have knowledge about Active Directory

6 Must have knowledge about Skype for Business Hybrid

7 Basic knowledge about SharePoint Online Skype for Business and Teams will be of added advantage

8 Basic knowledge about Skype for Business Server 2013 and 2016

9 Knowledge about Server Roles

10 Basic knowledge about Azure and Multi Factor Authentication

11 Must have Good Verbal and written communications skills

12 Must have very strong troubleshootingProblem solving skills