Customer Support Engineer, 1st Line Support, Service Desk

Job Type:
Cloud & Infrastructure
Job reference:
21 days ago

Our client is a leading global IT Solutions provider who are seeking to recruit a Customer Support Engineer/Service Desk Analyst to deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers.

You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web.

Your responsibilities will include the below:

Responsible for the customer support experience
Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming) Identify cases that require escalation (either technically or strategically)
Create and maintain incident management requests to product group/engineering group
Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience
Provide ramp activities, knowledge sharing, technical coaching and mentoring
Drive technical collaboration & engagement
Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
Nice to have but not essential

Knowledge and demonstrated technical proficiency in SharePoint or Microsoft Teams.
General understanding of Microsoft 365 administration principles.

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