Technical Support Engineer

Salary depends on experience
Posted on 07/17/18
Lake Mary, FL
Less than 5 years experience
Professional, Scientific & Technical Services
Salary depends on experience
Posted on 07/17/18

As a Technical Support Engineer, you will become well-versed in multiple technologies such as: Microsoft SharePoint Online, Microsoft Office 365, Microsoft Exchange, Microsoft Outlook, Security & Compliance and Authentication. In this role, you will be accountable for providing an outstanding technical support experience to our Enterprise customers. From problem identification to full resolution, you will own and manage your cases through the most appropriate channels (phone, e-mail, chat, etc.), and collaborate with other support team members. Your focus is to support one or more of the above-mentioned technologies in Enterprise environments including Online versions.

Our ideal candidate:

  • Is curious and eager to troubleshoot and resolve complex technical issues
  • Likes to collaborate in multicultural environments and interacting with stake holders to resolve service issues
  • Are able to work autonomously with a strong sense of customer service, and the ability to engage with the right internal audiences as needed
  • Has strong knowledge and demonstrated technical experience in a variety of Exchange Server versions and/or current Outlook or SharePoint versions
  • Knowledge of Office 365 Security & Compliance Features and Authentication protocols is very desirable
  • Experience in supporting small, medium, and large Enterprise environments
  • Strong customer service, communication, teamwork, problem-solving and interpersonal skills. With the capacity to deal with difficult customers and ambiguity
  • Ability to perform in high pressure situations

Must Have Qualifications/Experience:

  • Windows 7/10 network administration knowledge or experience
  • Experience working with Microsoft Office and 365
  • Knowledge of Windows desktop operating systems and associated Microsoft Office software solutions
  • Knowledge of Android, iOS, and/or Windows Mobile OS a plus
  • 3-5 years equivalent work experience
  • Associate Degree in IT related field a plus
  • IT related Certification i.e. MTA, MCSA, CompTIA A+, CompTIA Network + viewed favorably.

Summary of Job:

  • Provide creative troubleshooting and problem solving for ensuring Enterprise customers have the ideal system set-up
  • Solve enterprise customer issues through leveraging all available tools and resources to ensure strong customer partner experience outcomes are reached
  • Ensure key stakeholders and customers are up-to-date on the resolution status of the issue through effective written and verbal communication
  • Focus on delivering great customer experiences leading with problem understanding, issue resolution and solid expectations management
  • Ability to navigate through multiple software systems while walking customers through a resolution.
  • Effective troubleshooting skills, strong active listening skills, strong written and verbal communication skills and solid professional skills coupled with the utmost customer focus
  • Utilize remote and phone support channels for optimal interaction with enterprise customers

Success in this role requires a commitment to teamwork, collaboration, and demonstrated leadership skills. If you are looking for the opportunity to become a Subject Matter Expert in a variety of key enterprise support areas alongside one of the leaders in the IT industry, Microsoft, then apply today to join our Convergys Technical Support Engineer team.

Benefits

  • Health Insurance
  • Dental Insurance
  • Vision Plan
  • 401 K with company contribution match
  • Tuition Reimbursement
  • Shift Differential
  • Paid Time off
  • Performance Bonuses

Requisition #: R1061458

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