Responsibilities
The Support Engineer SE is a critical role in the resolution of complex support incidents related to supporting customer use of the Microsoft 365 platform
A Support Engineer is knowledgeable in Microsoft 365 services technologies offerings and
the platform The successful Support Engineer has the drive and intellectual horsepower to resolve difficult customer issues directly supports customers through telephone and email escalates issues quickly when deep specific skills or other capabilities are required ability to use knowledge of the Microsoft 365 architecture and offerings to providezustomer resolution and proactive customer recommendations has excellentcommunication skills and is fluent in English writes excellent case documentation and isable to handle challenging and politicallysensitive customer situations
Qualifications
SOFT SKILLS
Effective polished interaction with customer to gather information quickly explain
customer responsibilities in resolving issue communicate next steps and status and inspire confidence
Handle challenging and politically sensitive customer situations including the appropriate use of all available resources communicate effectively with Support teams on complex issues
Excellent spoken and written English communication skills
Demonstrable troubleshooting skills
Crossteam collaboration
Logical and critical thinking
Passion for technology and customer support
EXPERIENCE
At least 2 to 3 years of Technical Support experience including experience in a
customer facing or customer technical support role
EDUCATIONCERTIFICATION
Graduate
LANGUAGE
Fluency in English
SharePoint Online One Drive for Business
Should have strong knowledge on SharePoint Online environment
Should know the difference types of Sites used in SharePoint Online
Must have knowledge on SharePoint Online and OneDrive for Business Limitations and Knowns issues
Hands on experience on Metadata crawled properties managed properties Content Types Workflows User Profiles and SharePoint Online Search
Must be aware of latest and deprecated features in Sharepoint online
Should have basic knowledge on DirSync Azure ADSync or Azure ADConnect
Must know how Point in time restore works in SharePoint Online
Good Knowledge on retention policy DLP and Ediscovery hold
Need knowledge on OneDrive for Business sync issues
Should have understanding about office 365 groups and Permissions in SharePoint Online
Office 365 Licensing
Should have basic knowledge on Fiddler Search Query tools and SharePoint Designer
SkillsMandatory Skills : Windows Server,M365 Suites of Products,SharePoint - Power Apps,SharePoint Online,SharePoint OnPremise
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