Outsource Microsoft Support Engineer in the Philippines

Outsource Microsoft Support Engineer in the Philippines

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