Technical Support Engineer - M365

Roles & Responsibilities

• Providing Microsoft 365 (Microsoft Exchange, Teams, SharePoint) support to business customers of a large global software house.
• Responsible for handling escalation calls and resolving tickets as per SLA.
• Taking ownership of customer issues reported and seeing problems through to resolution.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Diagnose and troubleshoot technical issues.
• Prioritize and manage several open issues at one time.
  Desired Skills
• Experienced in Microsoft Process or Microsoft 365 domain.
• Must have excellent written and verbal communication skills.
• Willing to work in shifts (7 PM- 4 AM IST / 1:30 PM - 9:30 PM IST)
• Must have a laptop with Windows 10/11 and fast internet connection with minimum 50 Mbps.
• Excellent problem solving and analytical skills to provide step-by-step technical help, both written and verbal.