As a Customer Success Engineer (L2/L3 Helpdesk), you will support the team in delivering specialist technical consulting, systems design, implementation, and support services to clients across a range of exciting products and technologies.
Core Responsibilities
- Solve problems and work through complex technical issues and situations for internal and external stakeholders.
- Support processes and procedures that will ensure the effective delivery of customer outcomes.
- Contribute to the development and implementation of process improvement activities.
- Administering network servers, services, user accounts, and related objects and data.
- Implementing and monitoring network security and alerts.
- Work with members of the wider Engineering team to provide input into projects to ensure the transition to customer success is done correctly.
- Meeting with stakeholders to understand ongoing issues and constraints, as required.
- Monitoring and managing ticketing systems for support queries.
- Communicating with client-based stakeholders and the internal support team to remedy tickets and support issues.
- Providing technical fault analysis and troubleshooting to identify root cause failures, if required.
- Resolving tickets promptly, in alignment with SLAs.
- Escalating issues as required to the relevant business units and support teams, or to the emergency on-call engineer if required.
- Logging all support requests and resolutions in designated ticketing systems.
- Providing time estimation and keeping client stakeholders up to date with the status of their queries.
Experience Required
- 3 4 years in a support / helpdesk-based role (technical)
- Strong history of resolving tickets and providing exceptional customer service.
- 3+ years with M365 / O365 products, in a support role:
-Teams, SharePoint, Active Directory, Outlook, Office Products (Word, PowerPoint, Excel, etc.)
- Must have knowledge of Azure / Cloud
- Strong M365 Administration skills i.e., account creation, shared inbox creation, aliases, new, document recovery, etc.
- Excellent problem-solving / troubleshooting experience.
- Excellent written and verbal communication in English
We are outsourcing innovators who are passionate about providing customized outsourcing solutions to address each client's business needs. We take pride in our interdisciplinary approach in crafting beautiful, functional, and engaging solutions that delight and deliver results.
