General Responsibilities
· Build technical skills of Support Engineers by providing technical and Engineer mentoring.
· Conduct case review meetings at least once a week
· New Hire Ramp Up: Oversee New-Hire training and ramp up
· Partner with TM’s to maintain healthy backlogs and idle cases
· Business Process Education: Guide Support Engineer’s on processes related to escalations, bugs, Knowledge Bases, Solution Object’s, case documentation, call transfer, etc.
· Responsible for making sure top five to ten (5-10) issues are identified and communicated to the appropriate sources.
· Manage idle cases to target.
· Consistent hands-on case wellness, recovery, and action planning with Senior Technicians, and Support Engineers.
· Reduce number of repeat callers; measured by the calls handled to new case created by setting up follow up commitments and maintaining case ownership.
Customer Service/Technical Skills
· 2+ years prior experience in technical troubleshooting (preferably at the Enterprise level)
· Ability to adjust his/her behavior and communication style to accommodate working styles and perspectives of diverse individuals.
· Ability to make timely, practical, and cost-effective decisions, and influence others to do so as well.
· Ability to accurately structure and interpret solutions to complex problems through basic information and draw informed conclusions.
· Ability to facilitate the development efforts of our technology teams through ongoing coaching and development both off line and in the moment keeping track of behavioral trends and providing feedback to team managers for accountability.
· Implement architectural improvements submitted by Microsoft immediately to increase performance and calibration
· Ability to effectively coach and reinforce team and individual goals, holding team members accountable for implementing coaching, and providing feedback to team supervisors for additional development.
· Ability to interact with Executive level customers both internally and externally in a professional, objective manner.
· Ability to be flexible to the needs of the customers and company by handling projects/tasks not specifically defined in the job description.
from case reviews (i.e. quality and re-open case reviews)
PREFERRED CERTIFICATION REQUIREMENTS AFTER HIRE
· All Technical queues will have:
§ Preferred at hire
§ Latest available certification in the technology supported § Exam 70-346: Managing Office 365 Identities and Requirements § Exam 70-347: Enabling Office 365 Services Note – Certification exams keep getting updated / refreshed. The above list will be reviewed every 6 months and changes will be made as appropriate.
PREFERRED IT COMPETENCIES
Knowledge & Skills reqd -
• Overall understanding of Networking concepts, DNS, Routing, DHCP, Firewall, load balancers and other networking hardware’s.
• Basic Understanding of Windows Server 2008\2012
• Experience or Knowledge of On premise Exchange 2007/2010/2013/2015
• Experience or Knowledge on auto discover / Outlook connectivity / OWA / ActiveSync / MRM / Public folders / EWS / Free-Busy / Mail routing / SMTP relay / Recipient configuration / e-discovery/Discovery search Preferred
• Exceptional interpersonal and communication skills – both written and verbal. Good command of (target) language for professional level communication with the customers
