Technical Support Specialist
16 hours ago
We are seeking a skilled Technical Support Specialist to join our team.
This role involves working with Microsoft technologies, particularly Office 365 and Microsoft Teams, to manage helpdesk tickets for our customers.
As a Technical Support Specialist, you will be responsible for analyzing and interpreting data captures and trace logs to resolve customer issues in production environments.
You will work closely with cross-functional engineering and support teams to troubleshoot and reproduce issues using tools like Log Reader and Fiddler. Additionally, you will participate in regular meetings to discuss the status of escalated bugs and new issues.
The ideal candidate should have proven experience as a Technical Support Specialist or similar role, with strong problem-solving, debugging, and troubleshooting skills. Familiarity with helpdesk ticketing systems and escalation procedures is also preferred.
- Familiarity with Microsoft 365 and SharePoint integration with Teams
- Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments
- Experience working with network capture and analysis tools like Fiddler and Developer tools (Browser)
- Engaging with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements
Key Responsibilities:
- Owning, investigating, and solving complex customer technical issues while acting as an advisor to the customer
- Collaborating within and across teams leveraging troubleshooting tools and practices
- Diagnosing and troubleshooting system issues along with isolation of the issue
- Following standard procedures for escalating to the appropriate feature teams as required
- Managing multiple open issues and ensuring their successful completion
Required Qualifications:
- Proven experience as a Technical Support Specialist or similar role
- Strong problem-solving, debugging, and troubleshooting skills
- Good to have knowledge on Education tenant apps such as assignments, class notebooks and School data sync
- Experience with ICM and Service Incident is preferred
- Excellent communication and customer service abilities
Achieving Excellence:
- Solve complex technical problems efficiently and effectively
- Communicate technical information clearly and concisely
- Work collaboratively with cross-functional teams to achieve shared goals
- Maintain accurate records and documentation of customer interactions and issues
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