Technical Support Engineering

Help solve technically complex, strategic/high-profile, or long-running customer cases that may require interaction with Software Engineering 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 Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience OR 3+ years of technical support, technical consulting experience, or information technology experience English Language: fluent in reading, writing and speaking. Strong networking, VoIP, experience with underlying technologies such as: Routing & Switching Protocols, TCP/IP, DNS, QoS, SIP or VLANs, and WAN protocols and technologies Hands on Experience on Teams Admin Center and M365 Admin Center Experience in Office 365 Authentication and voice offerings Expert knowledge of voice protocols such as SIP, as well as Azure AD Connect Previous experience deploying, administering and/or supporting Enterprise Unified Communications solutions Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments specific to authentication, network connectivity, messaging, SIP or VoIP, Unified Communications Experience working with network capture/analysis tools: Netmon, WireShark, HTTPs decryption tools Certified in MS700, MS720 This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. *