3rd line support engineer
Softline Brasil
Buenos Aires, Argentina
hace 1 día


What you’ll be doing your responsibilities

  • Provides expert-level support for troubleshooting. that cannot be addressed by tier 1 & 2 (L1&L2 engineer)
  • Work on all L3 Issues / S1 Issues being raised by customers, troubleshooting and configuration.
  • Review all tickets being worked upon by L1 & L2 Resources and ensure timely resolution on tickets.
  • Possesses advance level troubleshooting skills like log collection, log analysis, etc. to provide RCA to potential issues.
  • Active participation in day-to-day operations within the framework of ITIL-based processes
  • Work on Trend Analysis and Problem management
  • Documentation of the work carried out and solutions in tickets and knowledge base.
  • Responsible for a team of L1&L2 engineers for technical supervision
  • Reviews CSAT Tickets to provide adequate coaching and mentoring to L1 / L2 on technical & case management aspects.
  • Conducts periodic technical triages to increase technical competency of the team.
  • Grooms L1 & L2 resources to L3 Level & manages their customer escalations.
  • Assist SDM in ensuring staff skill matches workload to optimize workforce utilization and maximize productivity.
  • Advise customers on how to gain additional value from their Microsoft products.
  • Authorizes Creation of PSS Support with OEM
  • Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
  • Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
  • Ensures a high level of customer satisfaction by ensuring the continuous operation of his systems.
  • Maintain a strong customer focus.
  • Skills required for the role

  • Bachelor’s degree in Information Technology, Computer Science, or a similar field.
  • M365 : Exchange Online, OneDrive, Sharepoint, Yammer, Teams and Other components.
  • MS Azure (IaaS & PaaS)
  • Additional (advantage) : SQL server; Windows 10; Exchange Server, Exchange Federation; Active Directory, AD connect, ADDS,DNS,DHCP,AD Sync & SSO,Azure AD, AD Trust, WSUS, Print Server and File Server;
  • Windows Server & Client (OS); SCCM; Intune; Microsoft Identity Manager (MIM); Hyper-V

  • Knowledge of working for a Managed Service Provider
  • Teamworking skills and a collaborative approach to work.
  • Ability to multitask and prioritize your workload.
  • Languages : English, Spanish, Portuguese
  • Experience you would be expected to have

  • Minimum of 5 years proven experience working in a similar position
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