Technical Support Engineer NonUS

4 weeks ago

Redmond, United States CareerBuilder Full time

Job Description:

The Technical Support Engineer is responsible for BEMOs customer helpdesk and therefore our customers overall satisfaction.

The Technical Support Engineer IC2 will demonstrate the ability to conduct routine work with specialist and commercial knowledge in the following areas

:

Microsoft 365 Apps and Administration Support

Microsoft Azure Support

Microsoft 365 Security Support

Customer Service

Team Communication

Problem Solving and Analysis

At BEMO, the Technical Support Engineer IC2 competencies require

:

Understanding of prioritization and time management of tasks

Building effective working relationships within the team and with peers

Demonstrates skill to influence other peers

Conducts complex tasks autonomously

Follows defined procedures and practices to resolve day to day problems

Works on problems of moderate scope and uses multiple known practices and procedures to solve problems with the support of manager and peers

The ability to respond to customers help desk tickets reactively in the alignment of BEMOs products and service scope

Clear and open communicator with wider teams and stakeholders

Maintains transactional communication with customers or partners

Builds self-awareness about strengths and areas of development by being open to feedback from your manager and peers.

Consistently seeks to improve technical knowledge in the Microsoft technology and security areas

Constantly tries to improve the technical support function at BEMO with process, knowledge, and documentation areas

Responsibilities and Primary Goals

Customer Support

o Provide technical support on a triage queue 7 am Pacific to 3 pm Pacific

o Manage daily tickets assigned

o Log into phone and ticket systems according to schedule and hold yourself accountable

o Resolve routine technical tickets in a timely and efficient manner

o Escalate tickets to upper tiers and/or vendors when appropriate

o Own and oversee support tickets until resolution is determine

o Maintain product knowledge both from Microsofts suite that BEMO supports but also products and services that BEMO offers

o Review and improve your CSAT (customer satisfaction) score with your tickets

o Review and improve your SLA (service level agreements) with your tickets

o Document and update solutions via knowledge base articles

Cross Group Collaboration and Support

o Support the Customer Success team with customer-specific data for security scores and value realization efforts

o Provide T1-T2 Team members support for tickets and issues relevant to managed service customers' security and compliance

o Working with BEMO IT Manager to align security policies and processes

o Work collaboratively with implementation engineers, operations team members, customer success managers, support engineers, and our BEMO customers

Requirements

Educational degree or diploma in Computer Science, Engineering, or the equivalent in proven experience

1 to 3 years of experience in administrating, managing, or implementing Microsoft Azure and Microsoft 365 as a support engineer.

Active Microsoft certification for MS-900, or ability obtain within 6 months of start date

Strong competency in core professional skills, especially attention to detail, responsiveness, follow-through, and flexibility, with a high degree of emotional intelligence and tact

Ability to work independently and collaboratively with other internal teams when needed

Proven customer service experience with clear and consistent writing, presentation, and communications skills in the English language

Knowledge of security best practices

Excellent time management and prioritization skills

Self-motivated drive for excellenceExperience using a ticketing system

Specialized Knowledge and Skills Preferred

Other Microsoft certifications are preferred (MS-500, AZ-500, SC-300, SC-400, etc.)

Familiarity with compliance standards (e.g., SOC 2, ISO27001) is preferred

Cisco knowledge and/or experience preferred

Intune and MAM experience preferred

Azure Cloud experience is a plus

Mac knowledge and/or experience is a

major plus

Salary Calculation: USA Salary for IC2 is $108,640 x Country COL

108,640 x 33.6% Peru COL = $36,503.04
#J-18808-Ljbffr

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