Microsoft Support
Engineer
Principal Duties and
Responsibilities
- Support Microsoft solution technologies including but not
limited to Skype, Lync, Outlook/Exchange, Office365
- Provide remote and on-site support in the diagnosing,
troubleshooting and resolving system issues. Includes analyzing and
resolving any system issues that are causing system service
disruptions
- Focus on rapid identification and resolution of customer
issues
- Answer questions and perform initial triage on problem
reports
- Document each customer interaction using our Microsoft CRM
ticket management system
- Provide timely and effective resolution to support requests
based on internal and external service level agreements (SLA)
- Provide ongoing, regular updates to customers to keep them
apprised of progress toward problem resolution
- Participate in the creation of proactive measures to anticipate
and/or remove the need for traditional service and support
- Technical assistance for hardware, software and/or
applications
- Partnering to create and update technical documentation
- Providing onsite installation and other professional services
as needed
- Participate in off hours and a rotating on call support
schedule associated with a 24x7 support operation
Qualifications
- Bachelor's Degree in related field or equivalent experience
required
- 5 or more years of related work experience
- MCSA or MCSE preferred
- Experience with Skype for Business Server 2015, Microsoft
Hyper-V and VMWare is a plus
- Windows Server administration, implementation, and support
- Session Border Controller implementation and
administration
- Exchange and Skype for Business design and best practices
- Microsoft Active Directory / Group Policy
- Excellent analytical ability and communications skills
- Customer service skills and experience
- Self-starter, willing to take ownership and work with minimal
supervision
- Strong organization abilities and a passion for excellence
