Microsoft Support Engineer

Summary of Position:

The Microsoft Support Engineer position is a team member responsible for managing and troubleshooting customers Microsoft infrastructures such as SQL Server, SQL Database, server, Exchange, Microsoft Teams/Skype for Business, O365, Windows OS and assist with End User Support with applications that reside on those technologies under direct supervision of the Microsoft Managed Services Manager. The engineer will be the primary point of contact for all incidents assigned to them and retain ownership until resolution unless otherwise advised. The position is subject to shift work and a candidate would be expected to move to different shifts as needed. The Engineer will be expected to interact with customers, peers and management via phone, IM, video, and email to ensure customer issues are resolved per contracted SLA's while documenting all actions and communication in the ticketing system, ServiceNow.

Major Responsibilities:

• Troubleshoot issues related to Microsoft on premise and O365/Azure cloud solutions.
• Troubleshoot client subscription, application issues via phone and remote access.
• Provide feedback to management on process improvements and areas of concern.
• Maintains excellent communication with NOC team on all tasks and projects. Responsible for communicating with customers, peers, team and managers regarding incident and change management. Creates and maintains good technical documentation.
• Provides emergency on-call support on a rotating schedule.
• Be available while on-shift through several different venues - Instant Messaging, phone, emails and any new and acceptable methods of communication as deemed appropriate.
• To carry out testing of new features, and functionality as required and to help develop plans to implement and verify that they are operating correctly in the live network.
• To troubleshoot and resolve equipment, configuration and affected problems and to track vendor support cases through to problem resolution on production issues.
• Support ongoing efforts in defining best practice policies for all supported products and submitting these into the Knowledge Base.
• The engineer will be expected to develop additional skills in other products as business needs dictate.
• Effective communication amongst the team and with other engineering verticals and management.
• Respond to customer service calls and emails in agreed upon timeframe.
• Manage service tickets that are assigned to your personal and team queue.
• A firm understanding of teamwork and ability to follow all procedures and documentation as defined and provided by management.

Technologies / Area of Specialization:

• Advanced knowledge and understanding of Microsoft Server OS - 2012+, 2016, 2019.
• Independently analyze, solve, and correct issues in real time, providing problem resolution end-to-end;
• Understanding of the Office 365 (O365) support model and product lineup
• Monitoring system performance.
• Maintaining server architecture security and creating system backups.
• Installing or upgrading Windows systems and servers.
• Troubleshooting system and server errors.
• Replication setup/maintenance.
• Identify pain points and bottlenecks and recommend solutions.
• Advanced knowledge and understanding of Microsoft Azure - including ability to navigate all options within the portal and execute remediation efforts.
• Advanced knowledge and understanding of Microsoft applications: including Exchange, SQL, Active Directory, DNS, and DHCP.
• Basic understanding of networking protocols: including TCP, UDP, IP Addressing, Routing and Switching, VLANs and Firewalls
• AZ104 and MS100/MS101 certifications and/or similar work experience preferred.
• Basic understanding of Hypervisors - including VMWare and Hyper-V

Basic Knowledge, Skills, and Abilities:

• Database Management.
• Microsoft SQL server skills.
• Managing database architecture
• Primary focus on Azure as whole on product and induvial services within Azure.
• Customer service skills and client focus
• Strong communications skills including the ability to communicate technical information in using non-technical language.
• Good Risk assessment skills and communication
• Good problem-solving skills
• Excellent interpersonal skills
• Comprehensive verbal and written communication skills
• Ability to remain calm and courteous in periods of stress.
• Ability to work on several problems simultaneously.
• Ability to work with a broad range of experience levels.
• Handling and escalating highly impacting operational issues to upper Management and/or 3rd party vendor escalation.
• Ability to safely navigate between Azure / O365 Tenants
• Ability to understand basic networking.
• Ability to understand Server OS components.
• Ability to understand Identity Management.

Required Skills:

• Microsoft windows, exchange online and on premise.
• 1+ years working with Microsoft Azure
• 2+ years troubleshooting Infrastructure (Networking / Server / Hypervisor)
• 1+ years of knowledge of Microsoft Azure Infrastructure
• A drive for Achievement and Effort, Adaptability/Flexibility, Attention to Detail, Analytical Thinking, Teamwork, Dependability, Initiative, Integrity, Persistence, Stress Tolerance.
• A history of successfully managing and operating multi-vendor environments.
• Strong interpersonal skills and expert level relationship management abilities - showcasing the ability to work well with many levels of client engineering and management.
• The ability to function in a team environment and recognize and take on tasks with self-direction.
• Passion to continue learning and expanding your knowledge.

Competencies Required:

• A drive for Achievement and Effort, Adaptability/Flexibility, Attention to Detail, Analytical Thinking, Teamwork, Dependability, Initiative, Integrity, Persistence, Stress Tolerance.