MS 365 Support Engineer

Responsibilities

The Support Engineer (SE) is a critical role in the resolution of complex support incidents

related to supporting customer use of the Microsoft 365 platform.

A Support Engineer is knowledgeable in Microsoft 365 services, technologies, offerings and

the platform. The successful Support Engineer has the drive and intellectual horsepower to

resolve difficult customer issues; directly supports customers through telephone and

email; escalates issues quickly when deep, specific skills or other capabilities are required;

ability to use knowledge of the Microsoft 365 architecture and offerings to provide

customer resolution and proactive customer recommendations; has excellent

communication skills and is fluent in English; writes excellent case documentation; and is

able to handle challenging and politically-sensitive customer situations.

Qualifications

SOFT SKILLS

• Effective, polished interaction with customer to gather information quickly; explain

customer responsibilities in resolving issue; communicate next steps and status;

and inspire confidence

• Handle challenging and politically sensitive customer situations, including the

appropriate use of all available resources, communicate effectively with Support

teams on complex issues

• Excellent spoken and written English communication skills

• Demonstrable troubleshooting skills

• Cross-team collaboration

• Logical and critical thinking

• Passion for technology and customer support

EXPERIENCE

• At least 2-3 years of Technical Support experience including experience in a

customer facing or customer technical support role.

EDUCATION/CERTIFICATION

• Graduate

LANGUAGE

• Fluency in English

Technical Requirements

EXO

• Must have basic knowledge or hands on experience of Office 365 Administration

• Hands on experience in Exchange online Mail flow Troubleshooting

• Hands on experience related to Security and Compliance Retention Policies

• Outlook Client Troubleshooting

• Must have knowledge about Active Directory

• Office 365 Migration Experience

• Licensing in Office 365

• Basic knowledge about SharePoint Online Skype for Business and Teams will be of

advantage

• Basic knowledge about Exchange 2010 2013 and 2016

• Knowledge about Server Roles

• Required to conduct knowledge transfer sessions

• Daily reviews for tickets

Benefits/perks listed below may vary depending on the nature of your employment with LTM):

Benefits and Perks:

• Comprehensive Medical Plan Covering Medical, Dental, Vision
• Short Term and Long-Term Disability Coverage
• 401(k) Plan with Company match
• Life Insurance
• Vacation Time, Sick Leave, Paid Holidays
• Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.

LTM is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.