Microsoft

Senior Service Engineer (BB-B2D6D)

Found in: Talent IE

Description:

The world of business is undergoing a significant change with the next Digital Revolution; the move to the cloud. M365 is at the forefront of this revolution with an ever-expanding array of services and offerings.

We are looking for passionate candidates with experience deploying M365 Services for large organizations to help us redefine “online support”. This role is ideal for someone who is passionate about deploying or supporting cloud services with knowledge of usage patterns for these services.

As an Advanced Cloud Engineer (ACE) for online support, you will drive the support relationship for named customers, closely monitor and respond to customer questions, representing Microsoft and M365 Engineering in these interactions. You will also be the voice of the customer and have a strong connection into M365 service teams, to identify recurring issues and feature requests to drive product improvements.

If you are passionate about Cloud Services, a quick learner and enjoy helping customers, we want you!

Responsibilities

  • Be responsible for the customer’s support experience with M365 working closely with engineering
  • Act as a Subject Matter Expert on at least one core workload (SharePoint, InTune, Exchange, Skype for Business, Microsoft Teams) in order to assist a broad set of customers.
  • Support M365 customers via a multiple of modalities in a 24x7x365 global support delivery team.
  • Ability to go technically deep across M365 services (at least level 200-300), and actively seek solutions to customer needs and communicate trends to leadership.
  • Improve internal efficiency and customer happiness by finding opportunities to optimize existing processes and tools.
  • Build a close working relationship with other engineering teams related to assigned service areas (ie, Messaging, Collaboration, Device Management, Admin), to leverage in case of escalations, as well as to drive product improvements.
  • Qualifications

  • At least 1-2 years of experience working with customers on M365, application development and deployment
  • Bachelor's degree in Information Science, Information Technology, Computer Science Engineering or Mathematics or equivalent work experience
  • Experience analyzing, troubleshooting, and providing solutions for technical issues
  • Effective customer-facing and presentation skills
  • Preferred Qualifications

  • Proven history of customer-obsession, including blog posts, how-to videos, etc.
  • Experience analyzing, troubleshooting, and providing solutions for technical issues
  • Certification in Microsoft and/or competing Cloud Technologies strongly preferred. Can include MSCE in Cloud Platform and Infrastructure, Core Infrastructure, Mobility or Productivity
  • Understanding of and ability to migrate from various third-party platforms to Microsoft 365
  • GSuite
  • Lotus Notes
  • AirWatch
  • calendar_today6 days ago

    report

    info Full-Time

    location_on Dublin, Ireland

    work Microsoft

    Apply:
    I expressly authorise the Terms and Conditions

    Similar jobs