This is an external staff position. Your employer will be a third-party supplier, in service for Microsoft.
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We are looking for a passionate Technical Support Engineer to provide enterprise level technical support to our customers via phone, web, email, chat and other support channels as required.
A Support Engineer at Microsoft is an exciting & challenging role in the resolution with highly complex, technical, and escalated support incidents related to supporting customer development and deployments.
This role will be an awesome opportunity to learn and enhance your technical knowledge by troubleshooting various technical issues through effective customer interaction.
On a daily basis, you will resolve the most difficult technical customer issues, often through collaboration different teams globally with various technical specializations by interfacing with various levels of management within customers, Partners, and Microsoft.
We are looking for talents that :
Possess deep technical expertise and can solve complex technical problems through sound, creative troubleshooting.
Demonstrate critical thinking, strong communication skills and ability to develop strategic on going customer relationships.
Enjoy team work, and actively contribute to their peer group as well as our customer account teams.
Full Professional Proficiency of English and French language both verbal & written
Strong network and / or VoIP experience with underlying technologies such as Routing & Switching Protocols, TCP / , DNS, QoS, SIP, VLANs, and WAN protocols and technologies is ideal.
Experience working with Windows Server, Active Directory. Knowledge of Office 365 technologies particularly, Skype for Business and Microsoft Teams.
Experience in Office 365 Authentication and voice offerings (Audio Conferencing, Phone System, Calling Plans, Direct Routing, Expert knowledge of voice protocols such as SIP, as well as Azure AD Connect
Previous experience deploying, administrating and / or supporting Enterprise Unified Communications solutions that include VoIP, IM, real-time communications, UM, such as OCS / Lync / Skype for Business / Teams, Jabber, Exchange, Zoom, or Cisco WebEX is highly desired but not required.
Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments specific to authentication, network connectivity, messaging, SIP or VoIP, Unified Communications.
Experience troubleshooting and resolving problems on Skype for Business Online, Microsoft Teams, Hybrid environments set up with Lync Server 2013, Skype for Business Server 2015-2019.
Experience working with network captures / analysis tools : Netmon, WireShark, HTTPs decryption tools.
Ability to handle high pressure situations, strong customer services skills, accurate and logical problem solving, communication skills, and the ability to work in a team environment