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.
EMS : ATP, AADP, AIP, MCAS, MDATP
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