Support Engineer (MW SMB / Midmarket) - English -Bucharest

Position : Support Engineer (Modern Work Midmarket and SMB)

Team : LSS Global Technology Leads

Location : Bucharest - Hybrid

Employment type : 18 month contract

As a Partner Technical Advisor / Support Engineer, you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.

This role is flexible in that you can work up to 50% from home.

DUTIES AND RESPONSIBILITIES

• Response and Resolution : You own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
• Readiness : You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge.
• You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
• Product / Process Improvement : You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.
• Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in Microsoft software products, and manage relationships with those customers.
• Manage not only the technically complex problems, but also politically charged situations requiring the highest level of customer skill.
• Receive escalated, technically complex politically hot customer issues, and maintain ownership of issue until resolved completely.
• Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line.
• Use advanced troubleshooting skills to analyse problems and workout solutions to meet customer needs.
• Report software bugs and customer suggestions. Acquire & coordinate resources from other groups as needed to resolve customer issue

REQUIREMENTS :

Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred

BENEFITS :