Position Overview
We are seeking a highly motivated Support Engineer to provide technical support and incident resolution for enterprise customers utilizing Microsoft 365 technologies. The ideal candidate will possess strong troubleshooting skills, experience with Microsoft Teams and Office 365 applications, and the ability to investigate complex technical issues while delivering exceptional customer support.
Key Responsibilitie
sCustomer Support & Incident Managemen
- tManage and resolve customer helpdesk tickets within defined SLAs
- .Troubleshoot, investigate, and own customer-reported issues from initial report through resolution
- .Diagnose system, application, and service-related issues and isolate root causes
- .Manage multiple support cases simultaneously while ensuring timely updates and resolution
- .Escalate issues to appropriate engineering and feature teams when necessary
.Microsoft 365 & Teams Suppor
- tProvide technical support for Microsoft 365 applications, with a primary focus on Microsoft Teams
- .Support Office 365 administration and applications available through the Microsoft 365 Admin Center
- .Troubleshoot Microsoft Teams integrations with Microsoft 365 and SharePoint Online
- .Support both web-based and desktop applications within the M365 ecosystem
.Technical Troubleshooting & Analysi
- sAnalyze diagnostic data, logs, traces, and network captures to identify and resolve production issues
- .Utilize troubleshooting tools such as
- :Fiddle
- rBrowser Developer Tool
- sLog Reade
- rDesktop Log
- sNetwork Log
- sWeb Log
- sInvestigate HTTP/HTTPS request and response behaviors
- .Troubleshoot API-related issues, including Microsoft Graph API interactions
.Collaboration & Escalatio
- nCollaborate with Microsoft Engineering and Supportability teams to investigate product defects
- .Participate in bug triage, validation, and escalation activities
- .Monitor emerging issues and coordinate escalations with engineering teams
- .Attend regular review meetings to discuss escalated issues, bugs, and customer-impacting incidents
- .Contribute to automation initiatives and diagnostic improvements that enhance support effectiveness
.Documentation & Knowledge Managemen
- tMaintain accurate records in helpdesk ticketing systems
- .Create and update FAQs, troubleshooting guides, and knowledge base articles
- .Document technical findings, resolutions, and best practices for future reference
.
Required Qualificatio
- nsBachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience
- ).Proven experience as a Support Engineer, Technical Support Engineer, or similar rol
- e.Strong analytical, debugging, and problem-solving skill
- s.Experience supporting Microsoft 365 applications and service
- s.Strong understanding o
- f:Microsoft Tea
- msOffice 365 Administrati
- onSharePoint Online integratio
- nsWeb and desktop application troubleshooti
- ngExperience with helpdesk ticketing systems and escalation processe
- s.Hands-on experience usin
- g:Fiddl
- erBrowser Developer Too
- lsLog Read
- erNetwork analysis and log collection too
- lsExperience collecting and analyzin
- g:Desktop lo
- gsNetwork lo
- gsWeb lo
- gsUnderstanding of HTTP/HTTPS protocols and request-response workflow
- s.Experience working with APIs and troubleshooting API requests/response
- s.Excellent communication, collaboration, and customer service skill
s.
Preferred Qualificati
- onsExperience supporting Microsoft Education workloads and applications, includi
- ng:Assignme
- ntsClass Noteb
- ookSchool Data Sync (S
- DS)Experience wi
- th:Microsoft ICM (Incident Communication Manag
- er)Service Incident Managem
- entFamiliarity with Microsoft Graph A
- PI.Experience working directly with Microsoft support or engineering tea
ms.
