Role descriptionThe 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, and has the ability to use knowledge of the Microsoft 365 architecture and offerings to provide customer resolution and proactive customer recommendations.
Responsibilities- Effective, polished interaction with customers to gather information quickly.
- Explain customer responsibilities in resolving issues.
- Communicate next steps and status and inspire confidence.
- Handle challenging and politically sensitive customer situations.
- Use all available resources appropriately.
- Communicate effectively with Support teams on complex issues.
- Write excellent case documentation.
- Conduct knowledge transfer sessions.
- Daily reviews for tickets.
Required Skills- 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 2-3 years of Technical Support experience.
- Experience in a customer-facing or customer technical support role.
Technical Requirements- Basic knowledge or hands-on experience of Office 365 Administration.
- Hands-on experience in Exchange Online mail flow troubleshooting.
- Hands-on experience related to Security and Compliance Retention Policies.
- Outlook client troubleshooting.
- Knowledge of Active Directory.
- Office 365 migration experience.
- Licensing in Office 365.
- Basic knowledge of SharePoint Online, Skype for Business, and Teams will be an advantage.
- Basic knowledge of Exchange 2010, 2013, and 2016.
- Knowledge about Server Roles.
Note:This role is for a Federal Engagement and candidates applying should have a valid US passport
