Global Services Delivery Tower - Microsoft CSP Technical Lead

Job Description

HP is hiring Microsoft Licensing and Support Experts to build a client and reseller facing license offering. HP’s Licensing service will provide Microsoft Advisory, Support, and Services the way our clients need them. The role of Technical Support Engineer is a critical path role to provide each client a world class Microsoft support experience to further our standing as a trusted advisor in our client’s environment.

Responsibilities

Provide world-class customer service for our clients through email support and phone if required to understand, gather information, and troubleshoot issues with customer

Effective ticket queue management providing investigation prioritization, continuous and timely updates to customers

Take ownership to resolve customer issues in accordance with service level agreements (SLAs) balancing speed and quality

Create process or troubleshooting documentation in the Support knowledge base

Collaborate with team members to develop, maintain, and continuously improve troubleshooting or process documentation in the Support knowledge base

Work with other internal support teams and with Microsoft for tickets resolution transfer, depending in the type of issues (Personal Services, Cloud Service Provider Admin and Customer Management Operations)

Engage & communicate with customers to solve problems - Contact the customer Service Desk’s representative (customer IT Admin) to understand, gather information for issues being troubleshooted by HP Support or Microsoft.

Subject matter expert and technical lead in the support of Microsoft solutions - Office 365, Microsoft 365, Project Online, SharePoint Online, Skype for Business, Visio Online, Windows 10 Enterprise, Windows Server, Enterprise Mobility and Security, Endpoint Management, Back Office Servers (e.g. Exchange, SharePoint, etc)

Serve as a trusted technical advisor and create/maintain effective customer relationships to ensure on-going customer satisfaction/success for Microsoft cloud solutions.

Requirements and Qualifications:

            Required

10+ years’ experience as a member of a support team

BS degree in Computer Science or related technical field, or equivalent practical experience.

Experience in Technical Writing and Documentation.

In depth understanding of support troubleshooting for Services not working for Microsoft products: Break in the flow of email, Authentication issues, Unable to connect to Skype/Teams (Teams call are not being received, Calls are not going out), SharePoint Server

Experience with Microsoft Support Troubleshooting tools like Microsoft Support and Recovery Assistant for Office 365 (SARA), OffCAT, MFCMAPI, and the Microsoft product portals (e.g Microsoft 365 help)

Experience initiating and managing Microsoft Premier Support Incidents

Experience in Microsoft Partner Center

Qualification

Microsoft Certified IT Profession in related technologies.

Excellent customer service and communication skills

Experience in Support Troubleshooting for Installation and setup, Configuration and Services not working for Microsoft Cloud products:

Microsoft Office Apps, e.g., Word, Excel, PowerPoint, OneNote, Outlook, Publisher, Access, Skype for Business, InfoPath, Windows 10 apps, Office Mobile for iPad/iPhone/Android, Office Mobile for Windows Phone/Windows 10 Mobile

Messaging: Exchange Online, Exchange Server

Collaboration: SharePoint Online, OneDrive for Business, Skype for Business, Stream, Yammer Enterprise, Kaizala17, Project Online, SharePoint Server

Analytics: MyAnalytics, PowerApps, Power BI

Security: Advanced Threat Protection, Advanced Compliance, Cloud App Security Threat Intelligence, Defender, Azure (Active Directory, Adv Threat protection, Information Protection, Rights Management), Cloud App Security, Microsoft Identity and Access Management, etc.…

Mobility: Microsoft Intune, Autopilot

Windows 10 Enterprise

Microsoft Dynamics 365

In depth understanding of support troubleshooting for Installation, Setup and Use of Microsoft products:

Exchange online/Exchange Server, Outlook: Office 365 mailbox migration, Recipient configuration (mailbox permissions, configuring mail forwarding, configuring shared mailbox), Auto discover configuration, etc. Keep mailboxes free of spam and viruses, Send and receive mail on time, Setup and use Outlook

SharePoint Online/SharePoint Server: Permissions and user groups, Configuration of external users. Manage sites, documents and lists.

Teams/Skype for Business: Installation and creating contacts. Setup and use Skype services

Microsoft 365 Apps for Business/Enterprise: Installation and setup assistance. Setup and administration (DirSync, ADFS, Global Exchange settings)

In depth understanding of support troubleshooting for Configuration for Microsoft products:

Service configuration failure issues (Provisioning issues, Domain setup and re-delegation)

Service configuration issues (Single sign-on (SSO), Active Directory synchronization)