Service Engineer 2

hace 6 días

San José, Costa Rica Microsoft A tiempo completo

As a Service Engineer in Microsoft Teams and Teams Rooms Managed Services, you will be a customer-facing technical leader with the opportunity to solve technically complex problems for some of the world's largest companies, expanding into small and medium businesses. As a trusted advisor on the team, you will have influence over a broad range of solutions that create business value for our customers. Your technical and relationship skills are critical to the overall success of the customer.

As a valued member of our team, the Service Engineer will use advanced troubleshooting methods and tools to solve technically complex problems. These complex problems require broad, in-depth product knowledge and may include support of additional product lines. You also have the opportunity to assist in the growth of other engineers through mentoring, training scenarios and collaboration during problem solving.

**Responsibilities**:
As a Service Engineer, you will work with customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems in Microsoft software products and manage relationships with those customers.

Additionally, you will be looking across our broad set of customers to look for trends and identify new risks for the service as a whole. We are the biggest operator in the world and use data to help our entire population with knowing problems early on before they are known in the industry.

It is your chance to:

- Own, troubleshoot, and solve technical issues for customers.
- Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.
- Manage crisis situations that may involve technically challenging issues and diverse audiences.
- Be responsive to customer needs which may sometimes be required outside of normal business hours.
- Use trace analysis, debug skills, source code, and other proprietary tools to analyze problems and develop solutions to meet customer needs.
- Exhibit leadership through personal responsibility, accountability, and teamwork.
- Demonstrate a Customer Obsessed mindset with a strong focus on high-quality customer service.
- Maintain a proactive approach to customer empathy, identifying customer satisfaction concerns and managing customer expectations.
- Participate in triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
- Act as a technical focal point in cooperative relationships with other companies, internal teams, and vendors.

**Qualifications**:
Required Qualifications
- 2+ years of experience troubleshooting and resolving problems with M365 suite, Microsoft Teams and Skype for Business
- 2+ years of experience in the design, planning, implementation, and/or management of IT solutions.
- Ability to automate repeatable tasks through basic scripting (PowerShell preferred)
- Solid understanding of client/server (Windows), networking, and Internet technologies fundamentals.

Preferred Qualifications
- Previous experience administering and supporting Enterprise Unified Communications solutions that include VoIP, IM, real-time communications, UM, such as OCS/Skype for Business/Teams, Jabber, Exchange, Zoom, or Cisco WebEx is a plus.
- Basic understanding and knowledge of TCP/IP networking, switching, routing, and related protocols.
- 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 and Unified Communications.
- Advanced skills in troubleshooting, organization, communication, and collaboration.
- Initiative to develop expertise on new technologies beyond the provided classroom training.
- Bachelor's Degree or equivalent industry experience and certifications.

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:
Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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