Microsoft O365 Technical Support (Rotating Shifts)

We're in search of a talented Technical Support Engineer to become a valuable member of our expanding team! In this position, you will utilize your knowledge of Microsoft Office 365 (O365) to address and resolve customer problems, ensuring a positive and efficient user experience.

Review problems and communicate with customers to gain a thorough understanding of the technical issues. Keep customers updated on the progress and resolution of their issues. Employ troubleshooting techniques (like event logs and performance traces) to aid in resolving customer problems.

Resolve or escalate a variety of customer problems. Document all technical work and investigations.

Analyze issues and develop solutions tailored to customer requirements by utilizing log analysis and other specialized tools.

Work with different teams and products to address technical issues by working with experts from other departments to resolve moderately complicated customer problems.

Attend necessary training, both technical and non-technical, to become proficient in relevant support areas. Product/Process Enhancement

Provide feedback on products to senior engineers or technical advisors to make improvements.

Identify potential flaws and escalate them to more experienced engineers for resolution.

Use automated tools to offer solutions for a broad spectrum of problems.

Provide input on how to improve automated tools.

Participate in case triage meetings or case discussions to brainstorm and share ideas for problem-solving.