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Technical Professional

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Job Overview

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

  • The ideal candidate will have experience working with Microsoft 365 and SharePoint integration with Teams.
Key Responsibilities
  1. Familiarity with Microsoft 365 and SharePoint integration with Teams.
  2. Analyzing and interpreting data captures and trace logs to resolve customer issues in production environments.
  3. Experience working with network capture and analysis tools like Fiddler and Developer tools (Browser).
  4. Collaborating with Microsoft Engineering/Supportability teams to investigate potential product defects and develop automation techniques and diagnostic tools driving Microsoft product improvements.
  5. Supporting the M365 suite of products and troubleshooting web and desktop apps.
  6. Updating the help-desk ticketing system to track, monitor, and resolve issues.
  7. Diagnosing and troubleshooting system issues along with isolation of the issue.
  8. Following standard procedures for escalating to the appropriate feature teams as required.
  9. Managing multiple open issues and ensuring their successful completion.
  10. Documenting technical knowledge in FAQs and troubleshooting guides.
  11. Triaging and escalating new bugs from early ring customers.
  12. Verifying and rejecting bugs submitted by unknown sources.
Requirements
  • 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 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)