Technical Problem Solver

Job Summary: We are seeking a skilled Customer Support Specialist to manage helpdesk tickets for our customers. As a key member of our support team, you will be responsible for troubleshooting and resolving complex technical issues in Microsoft Teams and other Office 365 applications.

Key Responsibilities:

• Knowledge of Office 365 technologies, particularly Microsoft Teams and apps in the Office Admin center.
• In-depth knowledge of Microsoft Teams features, functionalities, and best practices.
• 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).
• 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.
• Engaging with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
• Experience supporting the M365 suite of products and troubleshooting web and desktop apps.
• Updating the help-desk ticketing system to track, monitor, and resolve issues.
• Identifying issues that are logical in nature and escalating them to the appropriate team for resolution.
• 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.
• Monitoring and assigning emerging issues to the engineer for escalation.
• Using tools like Log Reader and Fiddler to troubleshoot and reproduce issues.
• Collaborating with cross-functional engineering and support teams.
• Participating in regular meetings to discuss the status of escalated bugs and new issues.
• Providing exceptional customer service and experience.

Required Skills and Qualifications:

• Proven experience as a Support Engineer 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.
• Familiarity with helpdesk ticketing systems and escalation procedures.
• Experience with tools like Log Reader, Fiddler, and Browser Dev tools.
• Experience with appropriate extracting logs for Debugging (Desktop Logs, Network Logs, Web Logs).
• Experience with HTTP and HTTPS Request Code.
• Experience with API requests and responses (Graph API is desirable).

What We Offer:

This is an exciting opportunity to join our team of passionate individuals who are dedicated to delivering exceptional support experiences to our customers. If you are a skilled Support Engineer looking for a new challenge, we encourage you to apply today.