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