Support Escalation Engineer for Skype
Microsoft
Bucharest, Bucharest, Romania
4 zile în urmă

This is an external staff position. Your employer will be a third-party supplier, in service for Microsoft.

In Customer Service and Support, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.

Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

As a Support Engineer in the M365 Escalation Team for Microsoft Teams, you will have the opportunity to leverage tools and troubleshooting skills to solve technically complex problems while working with our most strategic enterprise customers.

You will be a technical leader and will have many opportunities to assist in the growth of other engineers through one-on-one mentoring, one-to-many education scenarios, and problem-solving collaboration.

As a member of this organization, you will benefit from access to a comprehensive panel of experts as well as the opportunity to work directly with our Development team.

Responsibilities

You will represent Microsoft in front of the customer and our delivery partners and resolve technical issues involving Microsoft products and services

Act as a technical focal point in relationships with other companies

Exhibit leadership through personal responsibility, accountability and teamwork

Manage critical situations on technical and relationship level

Use trace analysis or troubleshooting skills to analyze problems and develop solutions to meet customer needs

Demonstrate strong interpersonal and communication skills, while working with diverse audiences including IT professionals and admins, developers and management

Qualifications

Technical Requirements

  • Knowledge of M365 suite, Microsoft Teams and Skype for Business products.
  • Experience using common troubleshooting tools.Complementary Technical Requirements
  • Knowledge of TCP / IP networking, switches, routers, firewalls and protocols.
  • Knowledge of Exchange, Active Directory, ADFS experience.
  • Knowledge of Voice communications.
  • Knowledge of Skype for Business hybrid deployments.
  • Other Cloud products.Competences
  • Excellent written and oral communication skills
  • Experience of building relationships with customers
  • Self-motivation and an ability to use initiative
  • Demonstrated ability to work independently and to adapt to ambiguous and changing situationsPreferred Competences
  • 2+ years of experience in technology, support, training, consulting, architecting, development, network, data center operations, IT admin or operations or equivalent education
  • Bilingual preferred though not required : Spanish, French, German, Italian, Portuguese;
  • Recent work experience in a customer facing support role
  • Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

    Benefits / perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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