The role of a Technical Support Specialist revolves around resolving complex customer technical issues.
This includes acting as an advisor to the customer, collaborating within and across teams, and leveraging troubleshooting tools and practices to resolve customer inquiries efficiently.
Additionally, this position involves leading in building communities with peer delivery roles and sharing knowledge through readiness programs, technical coaching, and mentoring of others.
This position also requires engagement with Microsoft Engineering/Supportability teams to investigate potential product defects and contribute to developing automation techniques and diagnostic tools that drive Microsoft product improvements.
To be successful in this role, you will need to have strong analytical and problem-solving skills, excellent communication skills, and the ability to work effectively in a team environment.
Key Responsibilities:
* Technical issue resolution: Investigate and resolve complex customer technical issues, ensuring timely and accurate resolutions.
* Collaboration and teamwork: Work closely with cross-functional teams to identify and implement process improvements.
* Knowledge sharing: Develop and deliver training programs, technical coaching, and mentoring to enhance team capabilities.
* Product improvement: Collaborate with Microsoft Engineering/Supportability teams to identify product defects and develop automation techniques and diagnostic tools.
Requirements:
* 4+ years of experience in system development, network operations, software support, IT, consulting, or technical troubleshooting.
* Bachelor's degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership, and 3+ years of relevant experience.
* Experience working with VoIP technologies, routing protocols, TCP/IP, DNS, QoS, SIP, VLANs, and WAN protocols and technologies.
* Expert knowledge of voice protocols such as SIP, Azure AD Connect, and experience deploying, administering, and supporting Enterprise Unified Communications solutions.
* Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments specific to authentication, network connectivity, messaging, SIP, or VoIP, Unified Communications.
* Experience troubleshooting and resolving problems on Skype for Business Online, Microsoft Teams, Hybrid environments set up with Lync Server 2013, Skype for Business Server.
* Experience working with network capture/analysis tools: Netmon, WireShark, HTTPs decryption tools.
* Prior knowledge of .Net Development/C++ Development/Java Development/SharePoint.
This is an exciting opportunity for someone who wants to grow their career in technical support and make a meaningful impact in a dynamic and fast-paced environment. If you're looking for a challenging role that offers opportunities for growth and professional development, apply now!