Technical Support Specialist
21 hours ago
We are seeking a skilled technical professional to manage helpdesk tickets for our customers.
This role involves working with various technologies, including Microsoft Office 365, Microsoft Teams, and SharePoint. The successful candidate will have strong problem-solving, debugging, and troubleshooting skills.
- Familiarity with Microsoft 365 and SharePoint integration with Teams is required.
- The ideal candidate will be able 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) is essential.
- 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.
The technical support specialist will engage with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
The key responsibilities of this role include:
- Troubleshooting and owning customer issues from reporting to resolution.
- 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.
- Documenting technical knowledge in FAQs and troubleshooting guides.
- Triaging and escalating new bugs from early ring customers.
- Verifying and rejecting bugs submitted by unknown sources.
The ideal candidate will have:
- Proven experience as a technical support specialist or similar role.
- Strong problem-solving, debugging, and troubleshooting skills.
- Good communication and customer service abilities.
- Familiarity with helpdesk ticketing systems and escalation procedures.
- Experience with tools like Log Reader, Fiddler, and Browser Dev tools.
We offer a dynamic work environment with opportunities for growth and development. If you are a motivated and detail-oriented individual who enjoys working with technology, we encourage you to apply for this exciting opportunity.
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