Tech Support Specialist

hace 1 mes


San José, San José, Costa Rica Tek Experts A tiempo completo
Transforming Tech Support

We're seeking a skilled Technical Support Engineer to join our Microsoft Intune team. As a key member, you'll provide exceptional customer service, resolving complex software issues and collaborating with colleagues to drive continuous improvement. Your expertise will be essential in delivering quick and accurate support, taking escalated cases from customers and/or Level 1 Support Engineers. Unlocking Customer Success

At Tek Experts, we're problem solvers, engagers, and creative thinkers who strive to help our customers thrive. Our agile, relationship-based support helps the largest, most innovative enterprises succeed. If you're passionate about finding improvement in process, learning, and working within a diverse global team, you'll find a perfect fit with us. Responsibilities

As a member of our Intune team, you'll deploy internal configurations and policies that govern mobile device management in the Azure cloud environment. Your day-to-day routine will involve collaborating with teammates and performing individual research to deliver policies that request internal configuration within a device or are specified in the backend of a service. This role will:

  • Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
  • Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.
  • Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
  • Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
  • Mentor junior support engineers as needed or requested by management.
Qualifications

Intune is a good fit for you if you have:

  • English level level: 85%
  • High school diploma.
  • Technical Support experience
  • Troubleshooting Windows/Android/IOS
  • Network Basics
  • Knowledge in: Cloud and Active Directory.


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