Technical Support Engineer Role
We are seeking a Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for troubleshooting and resolving complex customer technical issues.
Responsibilities:
* Troubleshooting and Resolution: You will own, investigate, and solve complex customer technical issues, acting as an advisor to the customer while collaborating within and across teams, leveraging troubleshooting tools and practices.
* Readiness: You will lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching, and mentoring of others.
* Product/Process Improvement: You will engage with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
Qualifications:
* 4+ years in system development, network operations, software support, IT, consulting, or technical troubleshooting experience.
* OR Bachelor's degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years in system development, network operations, software support, IT, consulting, or technical troubleshooting experience.
* 3+ years of prior product, customer support, and/or technical support experience.
* OR equivalent experience.
Required Skills:
* Strong network and/or VoIP experience with underlying technologies such as Routing & Switching Protocols, TCP/, DNS, QoS, SIP, VLANs, and WAN protocols and technologies.
* Experience working with Windows Server, Active Directory.
* Knowledge of Office 365 technologies – particularly Authentication and Microsoft Teams.
* Strong logical thinking.
* Product support experience or related work experience.
Benefits:
* Flexibility to work up to 50% from home.
* Opportunity to accelerate career growth, hone problem-solving, collaboration, and research skills, and deepen technical proficiency.
* Competitive compensation package.
Other Requirements:
* 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 deploying, administering, and/or supporting Enterprise Unified Communications solutions.
Soft Skills:
* Fast learner and willing to learn new technologies.
* Cross-team collaborations & teamwork.
* Customer handling experience.
* Strong communication skills - Fluent oral & written English.
* Effective, polished interactions with customers to gather information.
* Demonstrable troubleshooting skills.
* Logical and Critical thinking.
* Passion for technology and customer support.