Second Line Support Engineer

Main Responsibilities

Technical Support:

• Assist the first-line support team in handling more complex M365 technical issues, ensuring timely and effective resolution of customer problems.
• Provide basic support for services such as Exchange Online, SharePoint Online, Teams, OneDrive for Business, etc.
• Handle user M650 and Azure permission requests.

Problem Diagnosis and Troubleshooting:

• Use basic troubleshooting methods and technical tools to identify and resolve issues encountered by customers.
• When necessary, escalate unresolved issues to the advanced support team and provide detailed background information and actions already taken.

Customer Communication:

• Interact with customers via phone, email, or online chat, providing clear and easy-to-understand technical guidance.
• Record customer service cases to ensure all interactions are well-documented for follow-up and support.

Knowledge Accumulation and Sharing:

• Continuously learn and master new features and technical updates of M365, staying up-to-date with product developments.
• Share problem-solving experiences and best practices with team members to help enhance the overall team capability.

Process Adherence:

• Follow company-established support processes and Service Level Agreements (SLAs) to ensure an efficient workflow.
• Participate in internal meetings and training, continuously improving personal skills and workflows.

Job Requirements

Technical Background:

• Have a solid understanding of IT fundamentals, with experience in Azure technical support, especially with Windows operating systems and Office applications.

Certification:

• While not mandatory, having relevant Microsoft certifications will be an advantage.

Language Skills:

• Good written and spoken English and Chinese, capable of conducting basic technical communication.

Soft Skills:

• Strong customer service orientation, teamwork spirit, and a strong willingness to learn.

Experience:

• At least one year of experience in IT support.