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Description:

Summary:

The main function of a Support Engineer is to provide technical assistance to computer system users. A typical Support Engineer is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.

Job Responsibilities:

Your Responsibilities

• Responsible for the customer support experience with Microsoft

• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)

• Identify cases that require escalation (either technically or strategically)

• Create and maintain incident management requests to product group or engineering group

• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience

• Provide ramp activities, knowledge sharing, technical coaching and mentoring

• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)

• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

Qualifications

Language Qualification

English Language: confident in reading, writing and speaking.

Required

• BA, BS degree or 2-3 of relevant experience in similar positions

• Experience with one or more customer support, product support, technical support, IT Admin support, Consulting, systems development, product development, network operations, software engineering, or IT consulting, customer or technical support or consulting or end-user support.

• Excellent customer service and support skills required, with 2-3 years of related experience

• Strong communication, customer empathy, problem solving, and technical writing skills

• Great interpersonal and communication skills (both oral and written) and success in partnering with groups inside and outside of Microsoft

• Self-motivated and independent thinker that routinely translates circumstances and understanding into actions that move the business forward in a measurable manner

• Adaptability, flexibility and the ability to do the right thing under pressure and tight deadlines

• Fundamental awareness of Private, Hybrid and Public Cloud. Any Azure certification is a plus

• Solid understanding of standard computer science concepts, as well as knowledge of personal computer architecture and Operating systems, e.g., Windows and Linux

• Programming and debugging skills required, with additional knowledge of JSON, XML and CSV preferred

• Knowledge and understanding of TCP/IP protocols and OSI model, with experience in troubleshooting network environments and familiarity with packet sniffers, e.g., Wireshark or Network Monitor, is preferred

• DNS, TLS and DHCP knowledge is a plus, along with Firewall and Proxy basic knowledge

• Knowledge of Big Data concepts such as structured data vs unstructured data vs semi structured data

• Experience in Extract Transform Load (ETL) / Extract Load Transform (ELT) pipelines

• Expertise in Microsoft Azure Data Factory (ADF), Networking and SQL Server Integration Services (SSIS) preferred. Knowledge of Azure Purview is a plus

This role might require to cover weekend shifts based on the business need to ensure 24/7 support coverage (typically on a voluntary basis)

Skills:

cloud, azure, tcp/ip protocols, osi model, troubleshooting, wireshark, network infrastructure, debugging, azure data factory

Top Skills Details:

cloud,azure,tcp/ip protocols,osi model,troubleshooting,wireshark,network infrastructure,debugging,azure data factory

Additional Skills & Qualifications:

Candidate Requirements

• Years of Experience Required: 3+ overall years of experience in the field.

• Degrees or certifications required: No degree is required to be eligible for this role, but it is preferred to have a relevant degree.

• Disqualifiers: Candidates with a majority of their experience in developer work, has poor communication skills, has not worked in a customer facing support role, or are missing any of the required technologies will not be eligible for the role.

• Best vs. Average: The ideal resume would contain multiple years of experience with support engineering, troubleshooting, and is well articulated both on paper and in person.

• Performance Indicators: Performance will be assessed based on quality of work and ticketing metrics.

Experience Level:

Intermediate Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.