Microsoft O365 Premier Support Engineer - Team Expanding

  • Zones
  • Albany, NY, USA
  • Jan 24, 2021

Job Description

Position Overview This role will work from home during Coronoavirus. As a Microsoft Premier Support Engineer, you will provide a world-class customer service experience to Fortune 100 Office 365 customers. You will be first point of customer engagement, providing thoughtful day-to-day comprehensive technical support to administrators from initial challenge through resolution. This will include talking the customer through account set up, to troubleshooting and resolving all technical issues. You and your teammates will redefine “customer satisfaction” to mean that the customer is “blown away” as you resolve the issue on the first call. In this role, you will provide your insight and execution to drive the optimal customer experience by phone call, email and remote assistance. Key Responsibilities The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Premier Support Engineer is primarily responsible for: Provide world-class customer experience with every interaction Engage and empathize with customers to support and resolve technical issues through completion Develop, foster and maintain highly effective customer interaction Support installation, configuration, and support of Microsoft Office 365 on various platforms Accurately document all work performed through ticketing system including details and outcomes Ensure accurate and timely resolution of all assigned issues Escalate product bugs or unresolvable cases Notice trends and report reoccurring problems Develop, foster and maintain effective working relationships with engineering to enhance the customer experience Update Office 365 licenses, subscriptions and user management as necessary Share your knowledge with teammates and guide them in the resolution of complex technical problems Collaborate with team members to enhance the customer experience Increase engagement with Office 365 Enforce a high-quality customer service culture Stay up to date with technological changes in the industry with internal and external training We are seeking candidates with the following qualifications and skills: Education, Certifications, & Technology Requirements: Bachelor’s Degree in computer science or related field DESIRED: Willingness to learn and understand Office 365 capabilities, plans, service descriptions and features Knowledge with legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.) Experience with Microsoft Windows operating system environment Concepts of Networking Fundamentals Understanding of cloud technologies and migrating on-prem to the cloud Exchange Server 2007/2010/2013 Exchange Administration skills Active Directory DNSP O365 administration and set up MX Records Setting up Outlook Experience identifying host providers Knowledge of O365 Technical Architecture Azure Who You Are: Passionate about delivering the ultimate customer experience Ability to interact with Enterprise level customers 2-3 years in an IT Service Desk role, ideally with experience in an enterprise exchange, Azure, or enterprise SharePoint environment Strong technical leadership and troubleshooting skills Being able to develop relationships with customers to effectively understand priorities and drive technical recommendations and solutions Passionate about delivering the ultimate customer experience Demonstrated professionalism in resolving customer issues Success at working in a team environment where a customer obsessive culture is paramount Demonstrated problem-solving skills including identification of issues, obstacles and opportunities and development and implementation of effective solutions Demonstrated ability to think on your feet and take a methodical approach to troubleshooting. Commitment to meet and exceed individual and team KPIs Excellent written and verbal communication skills As a rapidly growing global provider of IT solutions, we’ve expanded from Seattle to Sydney and beyond – with reach in over 80 countries around the world. Today’s top brands count on Zones and our world-class partners – Microsoft, Apple, Cisco, Dell, Lenovo, and more – to transform their enterprises. To support this transformation, Zones offers products and services across four Solution Environments: Workplace Modernization, Network Optimization, Data Center Transformation, and Security Fortification. Zones nfrastructure, the Services Company of Zones, is a collaborative team of more than 700 technology architects, engineers, technicians, and specialists that designs, builds, and operates IT solutions. Our focus on insight, execution, and results has helped us become the First Choice for ITTM for many of today’s top brands. Zones nfrastructure offers a comprehensive Benefits package While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, paid time off, and much more. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse. At Zones, work is more than a job – it's an exciting career immersed in an inventive, collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!