Position Overview
We are seeking a highly motivated Support Engineer to provide technical support and incident resolution for enterprise customers utilizing Microsoft 365 technologies. The ideal candidate will possess strong troubleshooting skills, experience with Microsoft Teams and Office 365 applications, and the ability to investigate complex technical issues while delivering exceptional customer support.
Key Responsibilitie
s Customer Support & Incident Managemen
t Manage and resolve customer helpdesk tickets within defined SLAs
. Troubleshoot, investigate, and own customer-reported issues from initial report through resolution
. Diagnose system, application, and service-related issues and isolate root causes
. Manage multiple support cases simultaneously while ensuring timely updates and resolution
. Escalate issues to appropriate engineering and feature teams when necessary
. Microsoft 365 & Teams Suppor
t Provide technical support for Microsoft 365 applications, with a primary focus on Microsoft Teams
. Support Office 365 administration and applications available through the Microsoft 365 Admin Center
. Troubleshoot Microsoft Teams integrations with Microsoft 365 and Share Point Online
. Support both web-based and desktop applications within the M365 ecosystem
. Technical Troubleshooting & Analysi
s Analyze diagnostic data, logs, traces, and network captures to identify and resolve production issues
. Utilize troubleshooting tools such as
: Fiddle
r Browser Developer Tool
s Log Reade
r Desktop Log
s Network Log
s Web Log
s Investigate HTTP/HTTPS request and response behaviors
. Troubleshoot API-related issues, including Microsoft Graph API interactions
. Collaboration & Escalatio
n Collaborate with Microsoft Engineering and Supportability teams to investigate product defects
. Participate in bug triage, validation, and escalation activities
. Monitor emerging issues and coordinate escalations with engineering teams
. Attend regular review meetings to discuss escalated issues, bugs, and customer-impacting incidents
. Contribute to automation initiatives and diagnostic improvements that enhance support effectiveness
. Documentation & Knowledge Managemen
t Maintain accurate records in helpdesk ticketing systems
. Create and update FAQs, troubleshooting guides, and knowledge base articles
. Document technical findings, resolutions, and best practices for future reference
.
Required Qualificatio
ns Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience
). Proven experience as a Support Engineer, Technical Support Engineer, or similar rol
e. Strong analytical, debugging, and problem-solving skill
s. Experience supporting Microsoft 365 applications and service
s. Strong understanding o
f: Microsoft Tea
ms Office 365 Administrati
on Share Point Online integratio
ns Web and desktop application troubleshooti
ng Experience with helpdesk ticketing systems and escalation processe
s. Hands-on experience usin
g: Fiddl
er Browser Developer Too
ls Log Read
er Network analysis and log collection too
ls Experience collecting and analyzin
g: Desktop lo
gs Network lo
gs Web lo
gs Understanding of HTTP/HTTPS protocols and request-response workflow
s. Experience working with APIs and troubleshooting API requests/response
s. Excellent communication, collaboration, and customer service skill
s.
Preferred Qualificati
ons Experience supporting Microsoft Education workloads and applications, includi
ng: Assignme
nts Class Noteb
ook School Data Sync (S
DS)Experience wi
th: Microsoft ICM (Incident Communication Manag
er)Service Incident Managem
ent Familiarity with Microsoft Graph A
PI. Experience working directly with Microsoft support or engineering tea
ms.