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Technical Support

/in , /by
  • Reviews issues (e.g., multiple components of a product) and contacts customers/users to
    understand issue. Ensures users stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
  • Resolves customer issues through problem solving, collaboration, and research. May take
    escalated issues as needed. Documents technical work and research
  • Performs in-depth product troubleshooting and remediation when needed
  • Collaborates on cross-team and cross-product technical issues by working with resources fromother groups as needed to resolve moderately complex customer issues. Product/Process Improvement
  • Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement.
  • Identifies potential defects and escalates to more senior engineers to resolve.
  • Applies broad knowledge of automated tools being used across other technologies and
    products. Provides feedback for tool improvement.
  • Identifies and provides feedback to address process gaps in an effort to streamline processes
    and shares best practices broadly.
  • Participates in case triage meetings and/or case discussions to share knowledge with other
    engineers and contribute to more rapid customer solutions. Utilizes learnings from triage
    meetings to identify and communicate readiness needs to manager or readiness team.

Requirements:
• 3+ years technical support or information technology experience
• Experience in supporting Microsoft Products such as O365 and other MS products
• Experience supporting SharePoint
• Good communication skills
• Amenable to work dayshift