We are seeking a dedicated andcustomer-focused Level 1 Technical Support Engineer with a minimum of 6 monthsof experience to join our IT support team. In this role, you will be the firstpoint of contact for clients experiencing technical issues related to Microsoftproducts and services, including Exchange, Microsoft 365, Azure, Teams, andOutlook. You will provide timely and efficient resolutions to ensure customersatisfaction and continuity of service.
Key Responsibilities:
Technical Support: Respond to andresolve incoming support requests via phone, email, or chat, ensuring issuesare accurately documented, prioritized, and resolved within established SLAs.
Microsoft 365 Exchange : Assist users withissues related to Microsoft 365 services, including user account management,password resets, email configurations, and troubleshooting Exchange-relatedproblems.
Azure Support: Provide basic troubleshootingfor Azure-related issues, such as connectivity problems, user accessmanagement, and service configurations.
Teams Outlook : Support users withissues related to Microsoft Teams and Outlook, including troubleshootingconnectivity issues, configuring settings, and resolving user experienceproblems.
Documentation: Maintain detailedrecords of customer interactions, including issue descriptions, troubleshootingsteps, and resolutions in the ticketing system.
Escalation: Identify andescalate complex technical issues to higher-level support teams when necessary,ensuring seamless communication and hand off.
Customer Service: Deliver exceptionalcustomer service by maintaining a professional and empathetic approach in allinteractions, ensuring customers feel supported and understood.
Requirements
Qualifications:
Experience: Minimum of 6 months of experiencein a technical support or helpdesk role, preferably supporting Microsofttechnologies.
Technical Skills:
Basic knowledge of Microsoft Exchange,Microsoft 365, Azure, Microsoft Teams, and Outlook.
Familiarity with Windows operating systemsand common troubleshooting techniques.
Communication Skills: Excellent verbal andwritten communication skills with the ability to explain technical issues tonon-technical users clearly and effectively.
Problem-Solving: Strong analytical andproblem-solving skills with the ability to work independently and as part of ateam.
Customer Focus: A strong commitment toproviding excellent customer service and a proactive approach to addressingclient needs.
Preferred Qualifications:
Certifications in Microsoft technologies(e.g., Microsoft Certified: Fundamentals) are a plus.
Experience with remote desktop support toolsand ticketing systems (e.g., ServiceNow, Zendesk).
Benefits
Benefits:
Competitive salary and benefits package.
Opportunities for career growth andprofessional development.
