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

About the position

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:

• 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 or equivalent experience
• English Language: fluent in reading, writing and speaking.
• Technical depth in the current technology and willing to learn new skills. Understanding of Microsoft 365 services or other cloud offerings. PowerShell skills are mandatory
• Deep knowledge of cloud offerings like M365, Exchange Online, OWA, Outlook for MAC, Outlook for Windows and the New Outlook
• Understanding of Identity solutions like ADFS, DirSync/AADSync and Single Sign-On
• Understanding of different cloud models like IAAS, PAAS and SAAS
• Familiarity with Active Directory, Security, OS Internals concepts
• Networking :Understanding of networking concepts including IP Addressing, Subnetting, Routing, NAT, DNS, DHCP, ARP, VPN technologies
• Familiarity with networking tools (ping, tracert, tracemon, Netmon, wire shark, etc.)
  Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred
• Candidate must be a strong critical thinker, and enjoy solving very difficult problems Strong experience in Current Microsoft® Server and Client and CLOUD platforms.
• Programming and debugging skills preferable.
• Prior knowledge of Windows Server and other networking products (preferred but not essential) If you enjoy being the problem-solver in the spotlight of critical problems, then this position will excite and challenge you

BENEFITS:

• Excellent remuneration package based on experience, skills, and performance
• Be part of a dynamic international team with a positive and friendly atmosphere
• Guidance and tools to reach career potential
• 9 AM – 6 PM (CET)
• Private health insurance

Place of work