Support Engineer - EDU
- Waferwire Cloud
- 1 - 4 years
- Hyderabad
- 3 months ago
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Job Description
We are seeking a skilled Support Engineer to manage helpdesk tickets for our customers.
Responsibilities:
- Knowledge of Office 365 technologies, particularly Microsoft Teams and apps in the Office Admin center.
- In-depth knowledge of Microsoft Teams features, functionalities, and best practices.
- Familiarity with Microsoft 365 and SharePoint integration with Teams.
- Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments.
- Experience working with network capture and analysis tools like Fiddler and Developer tools (Browser).
- Owning, investigating, and solving complex customer technical issues while acting as an advisor to the customer, collaborating within and across teams leveraging troubleshooting tools and practices.
- Engaging with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
- Experience supporting the M365 suite of products and troubleshooting web and desktop apps.
- Updating the help-desk ticketing system to track, monitor, and resolve issues.
- Identifying issues that are logical in nature and escalating them to the appropriate team for resolution.
- Troubleshooting and owning customer issues from reporting to resolution.
- Diagnosing and troubleshooting system issues along with isolation of the issue.
- Following standard procedures for escalating to the appropriate feature teams as required.
- Managing multiple open issues and ensuring their successful completion.
- Documenting technical knowledge in FAQs and troubleshooting guides.
- Triaging and escalating new bugs from early ring customers.
- Verifying and rejecting bugs submitted by unknown sources.
- Monitoring and assigning emerging issues to the engineer for escalation.
- Using tools like Log Reader and Fiddler to troubleshoot and reproduce issues.
- Collaborating with cross-functional engineering and support teams.
- Participating in regular meetings to discuss the status of escalated bugs and new issues.
Required Qualifications:
- Proven experience as a Support Engineer or similar role.
- Strong problem-solving, debugging and troubleshooting skills.
- Good to have knowledge on Education tenant apps such as assignments, class notebooks and School data sync.
- Experience with ICM and Service Incident is preferred
- Excellent communication and customer service abilities.
- Familiarity with helpdesk ticketing systems and escalation procedures.
- Experience with tools like Log Reader, Fiddler and Browser Dev tools.
- Experience with appropriate extracting logs for Debugging (Desktop Logs, Network Logs, Web Logs)
- Experience with HTTP and HTTPS Request Code
- Experience with API requests and responses (Graph API is desirable)
Job Classification
Industry: Software ProductFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: System Administrator / EngineerEmployement Type: Full timeContact Details:
Company: Waferwire CloudLocation(s): Hyderabad+ View Contact
Keyskills: Ticketing Automation Diagnostics Networking Debugging WCT HTTP Customer service microsoft Operations
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Waferwire Cloud
WaferWire Cloud Technologies was established in 2010 in Bellevue, WA. With our expertise in Microsofts enterprise-focused solutions, as well as industry best in class ERP and CRM cloud solutions we can help organizations improve efficiency, reduce cost, improve customer satisfaction and make bett...
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