About the role

This position is located within the Support Department of 365 Retail Markets, and reports to the Support Supervisor. Your primary role will focus on maintaining uninterrupted, optimal performance of the 365 product suite across a diverse installation base. Requires 1-2 years experience handling high-end clients or a commensurate combination of education, certifications, and experience. Workweek includes Saturday & Sunday shift in schedule, with 2 days off during the weekdays.

Requirements

• 1-2 years experience handling high-end clients or commensurate education/certs/experience
• Proficient with Ubuntu or other Linux distribution highly desired
• Solid understanding of mobile environments (Android/iOS)
• Solid understanding of Windows 10 environment (device drivers, event viewer, error reporting)
• Experience working with advanced software issues requiring root cause analysis
• Experience maintaining small networks (Network+ a bonus, not necessary)
• Exposure to SQL commands a bonus
• Proficient in Microsoft Office suite
• Excellent written and oral communication

What you'll do

• Provide technical system and user support via calls and email
• Manage client cases within Zendesk
• Document, track, and monitor problems to resolution
• Escalate issues to higher levels of client support as needed
• Resolve technical problems and detect patterns of issues
• Assist other department employees in troubleshooting