Expert Problem Solver Opportunity

5 days ago

Thrissur, Kerala, India beBeeTechnical Full time ₹ 80,00,000 - ₹ 1,20,00,000
Technical Support Specialist Role

We are seeking a skilled individual to manage helpdesk tickets for our customers.

  • Familiarity with Microsoft 365 and SharePoint integration with Teams is essential.
  • Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments is critical.
About the Technical Support Specialist Role:

The ideal candidate will have a strong understanding of Office 365 technologies, particularly Microsoft Teams and apps in the Office Admin center. They will be able to troubleshoot complex technical issues, collaborate with cross-functional engineering and support teams, and document technical knowledge in FAQs and troubleshooting guides.

Key Responsibilities:
  • Knowledge of Office 365 technologies, particularly Microsoft Teams and apps in the Office Admin center, is required.
  • In-depth knowledge of Microsoft Teams features, functionalities, and best practices is necessary.
  • Analyzing and interpreting data captures and trace logs to resolve customer issues in production environments is a key responsibility.
  • Working with network capture and analysis tools like Fiddler and Developer tools (Browser) is also required.
  • Owning, investigating, and solving complex customer technical issues while acting as an advisor to the customer is a key aspect of the role.
  • Engaging with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements is also involved.
  • Experience supporting the M365 suite of products and troubleshooting web and desktop apps is essential.
  • Updating the help-desk ticketing system to track, monitor, and resolve issues is also a responsibility.
  • Diagnosing and troubleshooting system issues along with isolation of the issue is critical.
  • Following standard procedures for escalating to the appropriate feature teams as required is also necessary.
  • Managing multiple open issues and ensuring their successful completion is a key objective.
  • Documenting technical knowledge in FAQs and troubleshooting guides is also required.
  • Triaging and escalating new bugs from early ring customers is also involved.
  • Verifying and rejecting bugs submitted by unknown sources is also necessary.
  • Monitoring and assigning emerging issues to the engineer for escalation is also critical.

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