Easter Seals Jobs

Profession: Technical Support

Discipline: Technical Support Engineering

Responsibilities

Response and Resolution

• Reviews issues and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.

• Resolves or escalates multiple and varied customer issues. Documents technical work and research.

• Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools.

• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.

Readiness

• Attends readiness trainings and non-technical trainings to ensure that they become proficient in support topics.

Product/Process Improvement

• Provides feedback to improve products to more senior engineers or technical advisors.

• Identifies potential defects and escalates to more senior engineers to resolve.

• Uses automated tools to deliver solutions for a wide range of issues. Provides feedback on how to improve automated tools.

• Follows processes provided by the business.

• Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems.

Qualifications

• Required/Minimum Qualifications

• 2+ years technical support, technical consulting experience, or information technology experience

• OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field. Additional or Preferred Qualifications

• Microsoft Technology Certifications.

Knowledge, Skills, Abilities

· Analytical Skills

· Applications and Infrastructure Foundation

· Business Relationship Management

· Compliance Management

· Conflict Resolution

· Creativity

· Customer Advocacy

· Data Analysis

· Decision Making

· Diversity Promotion

· Documentation

· English Language Proficiency

· Executive Relationships

· Microsoft Platforms

· Microsoft Products

· Negotiation

· Oral Communication

· Problem Solving

· Quality Assurance

· Security Solutions

· Technical Advisory

· Technical Communication

· Technical Documentation/Writing

· Troubleshooting

· Written Communication

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .