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  • Support Engineer

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  • Tier 3 Telecommunications Engineer

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  • Support Engineer 2

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  • IT Support Engineer

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    7 days ago

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    Charlotte, United States Nationmind Full time

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    Charlotte, United States Apex Systems Full time

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    2 weeks ago

    Charlotte, United States Apex Systems Full time

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    3 weeks ago

    Charlotte, United States Apex Systems Full time

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Support Engineer 3

2 months ago

Charlotte, United States Manpower Group Inc. Full time

Our client is seeking a Microsoft Teams/Skype Support Engineer to join their team. Support Engineer 3 (Skype Team) Location: Remote (candidates must work 8am-5pm PST / 10am-7pm CST.) Pay range: $35 to $38/hr on W2 Job Description: Support Engineers (SE) serve as Senior technical leaders for customers, via phone and email. They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers. Successful engineer skill set: Problem isolation and solving techniques. Ability to navigate highly complex technical and political issues requiring expert product or service knowledge. Act as a subject matter expert regarding product / configuration. Ability to leverage troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues. The ideal candidate works well in a team: Strong collaborator across the business, including our Development Teams. Ability to receive feedback and recognize areas of improvement. Keeps stakeholders informed to ensure customer success. Demonstrates ability to consistently make and keep commitments to customers and team members. Effective time management by utilizing available time to progress current cases forward. Proactively looking for opportunities to contribute to the success of the team. Consistently demonstrate case management excellence, including daily notes and timely updates to customers and stakeholders involved. Responsibilities: Help solve technically complex, strategic/high-profile, or long-running customer cases that may require interaction with Software Engineering Responsible for the customer support experience Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams Identify cases that require escalation, either technically or strategically Create and maintain incident management requests to product group/engineering group Drive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions) Lead or participate in building communities with peer delivery roles Qualifications Required: 2+ years' troubleshooting experience working for any IT retailers and/or within any tech support role, ideally around Microsoft technologies Strong networking, VoIP, experience with underlying technologies such as: Routing & Switching Protocols, TCP/IP, DNS, QoS, SIP or VLANs, and WAN protocols and technologies Experience working with Windows Server, Active Directory, IIS, SQL Server, Exchange Server Preferred experience in one or more of these areas: Knowledge of Office 365 technologies – particularly, Skype for Business and Microsoft Teams Experience in Office 365 Authentication and voice offerings Expert knowledge of voice protocols such as SIP, as well as Azure AD Connect Previous experience deploying, administering and/or supporting Enterprise Unified Communications solutions Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments specific to authentication, network connectivity, messaging, SIP or VoIP, Unified Communications Experience troubleshooting and resolving problems on Skype for Business Online, Microsoft Teams, Hybrid environments set up with Lync Server 2013, Skype for Business Server 2015-2019 Experience working with network capture/analysis tools: Netmon, WireShark, HTTPs decryption tools We are primarily looking for people who demonstrate the mindset and behaviors necessary to drive and achieve excellent customer support: Customer Obsession: you demonstrate a strong focus on high quality Customer Service, and you are driven by problem-solving and customer satisfaction Learner Mindset: You demonstrate a growth mindset and strongly believe that knowledge can be developed with effort and persistence. You spontaneously and proactively share your learning experiences Effective Communication: you are comfortable communicating and presenting to any type of customer, external partners, and to internal coworkers up to Executive level. You are capable of clear, concise written and spoken communication in English. You ask questions that drive you to the best solutions, as well as identifying additional needs Accountability: you intentionally collaborate with others to solve problems related to the customer’s issue or to internal improvement projects. You are driven by passion for problem-solving as well as customer satisfaction Resourceful: you leverage your own knowledge, and you are comfortable searching for the answer when you do not have it. You collect and analyze data before jumping into solutions, using both excellence in executing existing processes as well as applying critical and innovative thinking Empathetic: you use empathy to listen to and communicate with customers and put the customer’s need first even in stressful situations. You anticipate additional customer needs and think about value-added services you can provide to create the ultimate customer satisfaction. Typical Day in the Role Purpose of the Team – The team provides Teams support for enterprise customers. To provide the best support, the support engineers must understand the cloud, authentication with azure, network capture, office 365 authentication. Key projects - New cloud products are released frequently and adapting to changing cloud products can be frustrating, so this contractor should be open to learning new tools. They should be good at documentation, and able to deal with high pressure from occasional critical cases. There is a lot of teamwork and collaboration, so the contractor should be comfortable asking for help. The Support Engineer may not always have a script - sometimes scripts are provided but there are frequent new issues where the contractor will need to work out a new solution to solve the problem by themselves or with assistance from the team. Typical task breakdown and operating rhythm - The contractors will start their day when the ticket queue opens. 4 hours of new ticket time supporting customers via call back ticket system (there are no ringing phone lines - customers call in, leave a message, and the support engineers will call customers back) After a 1 hour lunch the remaining 4 hours of the day are for research – join technical meetings, ask the team for help with difficult cases, occasional infrequent trainings (1 hour/week), What makes this role interesting? - These positions will have access to new technologies as they’re release and will learn a lot about Microsoft tech. Candidate Requirements Years of Experience Required – 4+ Degrees or certifications required – None required, but any certificates with Microsoft teams or a computer science/engineering degree is a plus. Performance Indicators – This contractor’s performance will be measured by their ability to resolve tickets in a timely fashion. Top 3 Hard Skills Required + Years of Experience Experience supporting Microsoft Teams | 3+ Years of Experience Networking (understand a PIP & how devices communicate using any software, but prefer Netmon and Wireshark | 3+ Years of Experience Experience troubleshooting for customers/clients | 3+ Years of Experience If this is a role that interests you and you’d like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands – Manpower, Experis, Talent Solutions, and Jefferson Wells – creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 ManpowerGroup was named one of the World's Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent. ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.