Summary of Function:
This position is responsible for the implementation, analysis, troubleshooting, support, and resolving of customer escalated issues involving data, UC, and server issues in a Cerium deployed or supported network of Microsoft and Lync communication infrastructure.
The ideal candidate must be a self-starter, well organized, a team player, and a problem solver. The position requires independence and accountability as well as a collaborative effort. Must have excellent communication and customer service skills.
Job Qualification:
- Candidates must possess at least a bachelor's degree in Computer Engineering (COE), Electronics and Communications Engineering (ECE), Computer Science (CS), Information Technology (IT), or a graduate of 4-5 years of technology-related course
- 5 or more years of related work experience
- Collaboration and infrastructure experience across MS Teams, Exchange Online, and Skype for Business
- Microsoft Teams, Migrating from Skype for Business to Teams, Coexistence
- Skype For Business 2015 and Office365 Instant messaging, Email, Audio/Video Conferencing, federation, mobility, response groups
- Cloud-based Microsoft Office 365 features Direct Routing / Phone System / Calling Plans
- Implement on-premise Active Directory integration with cloud base Azure AD in addition to creating Teams
- MS certified Enterprise Administrator Expert, MS Teams Administrator certification
- Experience with Azure, Microsoft Hyper-V, and VMWare is a plus
- Administration, support, and maintenance of Office 365 Admin Center and Teams Admin center
- Excellent analytical ability and communications skills
- Customer service skills and experience
- Excellent verbal and written English communication skills.
- Self-starter, willing to take ownership and work with minimal supervision
- Strong organizational abilities and a passion for excellence
- Willing to work on hybrid work setup, shifting schedules, holidays, and weekend shifts.
- Training available for the right candidate
Duties and Responsibilities:
- Support is for a US-based Microsoft business partner supporting the US-based customers
- Support Microsoft solution technologies including but not limited to Skype for Business, MS Teams, Exchange Online, Office 365
- Provide remote and on-site support in diagnosing, troubleshooting, and resolving system issues. Includes analyzing and resolving any system issues that are causing system service disruptions
- Focus on rapid identification and resolution of customer issues
- Answer questions and perform initial triage on problem reports
- Document each customer interaction using our Microsoft CRM ticket management system
- Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA)
- Provide ongoing, regular updates to customers to keep them apprised of progress toward problem resolution
- Participate in the creation of proactive measures to anticipate and/or remove the need for traditional service and support
- Technical assistance for hardware, software, and/or applications
- Partnering to create and update technical documentation
- Providing onsite installation and other professional services as needed
- Participate in off hours and a rotating on-call support schedule associated with a 24x7 support operation
