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Support Engineer 1st Line
hace 3 semanas
**What you’ll be doing - your responsibilities**
- Be the first point of contact for customers seeking technical assistance over the phone or SM tool/portal;
- Qualify and document the problems raised by customers and investigate the problem by doing your own research and by involving other teams as needed.
- Prioritize, categorize and manage several open cases at once
- Work on Trend Analysis and Problem management
- Work to SLA thresholds for incident(s), request(s) and problem(s)
- Consult and collaborate with your immediate peers or colleagues across the board to resolve service issues.
- Establish a good working relationship with the customers and 3rd parties
- Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.
- Advise customers on how to gain additional value from their Microsoft products.
- Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
- Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations
- Maintain high Quality of Service & Support
- Ensures a high-level customer satisfaction by ensuring the continuous operation of their systems
- Keep up to date with technology trends
**Skills required for the role**
- Bachelor’s degree in Information Technology, Computer Science, or a similar field.
- M365: Exchange Online, OneDrive, Sharepoint, Yammer, Teams and Other components.
- MS Azure (IaaS & PaaS);
- ** Optional (advantage)**: SQL server; Windows 10; Exchange Server, Exchange Federation; Active Directory, AD connect, ADDS,DNS,DHCP,AD Sync & SSO,Azure AD, AD Trust, WSUS, Print Server and File Server; Windows Server & Client (OS); SCCM; Intune; Microsoft Identity Manager (MIM); Hyper-V. EMS: ATP, AADP, MIP, MCAS, MDATP.
- Written and verbal communication skills
- Teamworking skills and a collaborative approach to work.
- Ability to multitask and prioritize your workload.
- Languages**:Advanced level of English or Portuguese
- Availability to work rotating monthly shifts.
**Experience you would be expected to have**
- Technical experience doing implementations or migrations is expected. Also, proven knowledge of the O365 suite in general, primarily with its administration using GUI and/or PowerShell commands.
- An excellent telephone manner for making initial contact and for ongoing communication with customers
