Support Engineer - EDU

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)