Technical Support Engineer (MS Office 365)

Are you passionate about helping others and have a deep understanding of Microsoft 365?

Microsoft 365 (M365) is a cloud-based suite of productivity and collaboration tools that empowers businesses of all sizes to achieve more. It includes familiar applications like Word, Excel, PowerPoint, and Outlook, along with innovative services like OneDrive for cloud storage and Teams for communication and teamwork.

We're seeking a talented Technical Support Engineer to join our growing team! In this role, you'll leverage your expertise in M365 to troubleshoot and resolve customer issues, ensuring a smooth and successful user experience.

You will: 

• Review issues and contact global customers to understand problems. Ensures customers stay informed as to the status/solution of their issue. 
• Utilizes troubleshooting tools (e.g., event logs, and performance traces) to help resolve customer issues. 
• Resolves or escalates multiple and varied customer issues, and documents technical work and research. 
• Log analysis and other proprietary tools analyze problems and develop solutions for customer needs. 
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues. 
• Attends readiness training and non-technical training to ensure that they become proficient in support topics. Produc t/Process Improvement 
• Provides feedback to improve products to more senior engineers or technical advisors. 
• Identifies potential defects and escalates to more senior engineers to resolve them. 
• Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems.