Role description

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 politically sensitive customer situations

Qualifications
• 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
• SharePoint Online One Drive for Business
• Should have strong knowledge on SharePoint Online environment
• Should know the difference types of Sites used in SharePoint Online
• Must have knowledge on SharePoint Online and OneDrive for Business Limitations and Known issues
• Hands on experience on Metadata crawled properties managed properties Content Types Workflows User Profiles and SharePoint Online Search
• Must be aware of latest and deprecated features in Sharepoint online
• Should have basic knowledge on DirSync Azure ADSync or Azure ADConnect
• Must know how Point in time restore works in SharePoint Online
• Good Knowledge on retention policy DLP and Ediscovery hold
• Need knowledge on OneDrive for Business sync issues
• Should have understanding about office 365 groups and Permissions in SharePoint Online
• Office 365 Licensing
• Should have basic knowledge on Fiddler Search Query tools and SharePoint Designer