Job Information
Insight Global Teams / Skype Support Engineer in Irving, Texas
Job Description
Support Engineers (SE) serve as Senior technical leaders for customers, via phone and email. They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers.
- Purpose of the Team -- The team provides Teams support for enterprise customers. To provide the best support, the support engineers must understand the cloud, authentication with azure, network capture, office 365 authentication.
Successful engineer skill set:
o Problem isolation and solving techniques.
o Ability to navigate highly complex technical and political issues requiring expert product or service knowledge.
o Act as a subject matter expert regarding product / configuration.
o Ability to leverage troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues.
The ideal candidate works well in a team:
o Strong collaborator across the business, including our Development Teams.
o Ability to receive feedback and recognize areas of improvement.
o Keeps stakeholders informed to ensure customer success.
We are looking for someone who is dependable:
o Demonstrates ability to consistently make and keep commitments to customers and team members.
o Effective time management by utilizing available time to progress current cases forward.
o Proactively looking for opportunities to contribute to the success of the team.
o Consistently demonstrate case management excellence, including daily notes and timely updates to customers and stakeholders involved.
Responsibilities
Help solve technically complex, strategic/high-profile, or long-running customer cases that may require interaction with Software Engineering
Responsible for the customer support experience
Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams
Identify cases that require escalation, either technically or strategically
Create and maintain incident management requests to product group/engineering group
Drive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
Lead or participate in building communities with peer delivery roles
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
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Skills and Requirements
Knowledge of Office 365 technologies -- particularly, Skype for Business OR Microsoft Teams
Experience in Office 365 Authentication and voice offerings
Expert knowledge of voice protocols such as SIP, as well as Azure AD Connect
2+ years' troubleshooting experience working for any IT retailers and/or within any tech support role, ideally around Microsoft technologies
Strong networking, VoIP, experience with underlying technologies such as: Routing & Switching Protocols, TCP/IP, DNS, QoS, SIP or VLANs, and WAN protocols and technologies Networking (understand a PIP & how devices communicate using any software but prefer Netmon and Wireshark
Experience working with Windows Server, Active Directory, IIS, SQL Server, Exchange Server * Previous Microsoft experience
Previous Support Engineer/ MSP Experience null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.