This is an external staff position. Your employer will be a third-party supplier, in service for Microsoft.
Are you interested in the cloud business? Do you want to take Microsoft customers on the journey to success as they transition to cloud platforms and services?
In Support Engineering we are about helping customers realize their potential, from gamers to governments, mums to mega-corporations, we serve just about every kind of customer all over the globe.
We are a community of engineers who have effective relationships with many amazing customers. In this role you will be curious and intuitive in your approach, with a passion for customer service.
The role requires empathy, a passion for learning, excellent communication skills and the ability to think outside the box.
As an Intune Support Escalation Engineer you will be acting as a technical SME for enterprise customer and partners running our Microsoft 365 Cloud services.
Beyond troubleshooting technically challenging problems and managing critical situations, you will also be having a bigger impact increasing customer satisfaction, improving diagnostic tools and driving product feedback.
Identify customers technical issues and conduct in-depth diagnostics on Intune products and manage the relationship with our customers and partners.
Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
Drive case-wellness and ensure that key stakeholders and customers are up to date on the resolution status of their issue, through effective written and verbal communication.
Consult and collaborate with your immediate peers around the world and with management and engineering teams to resolve issues.
Research unchartered and undocumented areas. It is a plus for the ideal candidate if it is someone that has a passion for coding and enjoys occasionally writing code.
Demonstrated previous technical support experience.
Deep knowledge of one or more of the following domains : Windows OS, Mobile device OS, Client / Server knowledge, understanding of Cloud services, mobile device configuration and app deployment.
Industry experience with Mobile Device Management and Mobile Application Management (Intune or third-party solutions) and / or SCCM.
Strong problem-solving skills includes troubleshooting, problem analysis and resolution, good judgment / decision making ability.
Genuine passion for technology and desire and aptitude to increase technical skill level required.