Support Escalation Engineer -  Skype & Teams

Descrizione del lavoro:

With over 17,000 employees worldwide, the (COMPANY NAME) Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of (COMPANY NAME)'s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their (COMPANY NAME) investment.

In Modern Work (MW), we help our customers get and stay productive with (COMPANY NAME) 365 product families.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

This role is flexible in that you can work up to 100% from home.

(COMPANY NAME)'s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Response and Resolution:

* You own, investigate and solve complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices
Readiness
* You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
* You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
Product/Process Improvement
* You engage with (COMPANY NAME) Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving (COMPANY NAME) product improvements

Requisiti del candidato:

Minimum requirements:

Relevant experience in technical support, technical consulting, or information technology OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND Proven experience in technical support, technical consulting or information technology.

* Strong network and/or VoIP experience with underlying technologies such as Routing & Switching Protocols, Transmission Control Protocol (TCP), Domain Name System (DNS), Quality of Service (QoS), Session Initiation Protocol (SIP), Virtual Local Access Network (VLANs), and Wireless Access Network (WAN) protocols and technologies is ideal.

* Experience working with Windows Server, Active Directory. Knowledge of Office 365 technologies - especially, Skype for Business or (COMPANY NAME) Teams

Experience:

* Experience in Office 365 Authentication and voice offerings
* Expert knowledge of voice protocols such as SIP, as well as Azure AD Connect
* Previous experience deploying, administering and, or supporting Enterprise Unified Communications solutions;
* Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments specific to authentication, network connectivity, messaging, SIP or VoIP, Unified Communications;
* Experience troubleshooting and resolving problems on Skype for Business Online, (COMPANY NAME) Teams, Hybrid environments set up with Lync Server 2013, Skype for Business Server 2015-2019;
* Experience working with network capture, analysis tools: Netmon, WireShark, HTTPs decryption tools. The ability to read and analyze network traces is ideal.
* Relevant customer-facing experience supporting and leading communication and collaboration to provide technical solutions to complex situations for enterprise customers.
* Experience acting as a technical leader (e.g. working in a complex environment and leading to resolution complex solutions, owning complex customer communication and interaction, building communities with peer delivery roles, technical coaching and mentoring)

Language Qualification:

English Language: confident in reading, writing and speaking AND
German, French, Italian languages will be considering as an assest.

(COMPANY NAME) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with (COMPANY NAME) and the country where you work