Support Engineer (Microsoft Teams)

WaferWire Cloud Technologies; Hyderabad; On-site; INR 400,000 - 600,000; Full time

Job summary

WaferWire Technology Solutions (WCT) in Hyderabad, India, is seeking a skilled Support Engineer to manage helpdesk tickets for our customers. The role emphasizes resolving Microsoft Teams and Office 365 related issues and diagnosing production problems using log traces.

The ideal candidate has strong troubleshooting, communication, and customer service skills, with experience in ticketing systems and cross-functional collaboration to drive product improvements.

Qualifications

• Proven experience as a Support Engineer or similar role.
• Strong problem-solving, debugging and troubleshooting skills.
• Excellent communication and customer service abilities.
• Familiarity with helpdesk ticketing systems and escalation procedures.
• Experience extracting logs for debugging (Desktop/Network/Web).
• Experience with API requests and responses (Graph API desirable).

Responsibilities

• Manage helpdesk tickets and provide timely resolution.
• Troubleshoot Microsoft 365/Teams issues in production environments.
• Analyze logs and traces to diagnose customer problems.
• Collaborate with engineering and support teams to resolve defects.
• Escalate complex issues to appropriate teams and track status.

Skills

Troubleshooting

Customer support

Communication

Log analysis

Problem solving

Tools

Log Reader

Fiddler

Graph API

Job description

WaferWire Technology Solutions (WCT) specializes in delivering comprehensive Cloud, Data and AI solutions through Microsoft's technology stack. Our services include Strategic Consulting, Data/AI Estate Modernization, and Cloud Adoption Strategy. We excel in Solution Design encompassing Application, Data, and AI Modernization, as well as Infrastructure Planning and Migrations. Our Operational Readiness services ensure seamless DevOps, ML Ops, AI Ops, and Sec Ops implementation. We focus on Implementation and Deployment of modern applications, continuous Performance Optimization, and future-ready innovations in AI, ML, and security enhancements. Delivering from Redmond-WA, USA, Guadalajara, Mexico and Hyderabad, India, our scalable solutions cater precisely to diverse business requirements and multiple time zones (US time zone alignment).

About Job/Role

We are seeking a skilled Support Engineer to manage helpdesk tickets for our customers.

Responsibilities

• Knowledge of Office 365 technologies, particularly Microsoft Teams and apps in the Office Admin center.
• In-depth knowledge of Microsoft Teams features, functionalities, and best practices.
• Familiarity with Microsoft 365 and SharePoint integration with Teams.
• Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments.
• Owning, investigating, and solving complex customer technical issues while acting as an advisor to the customer, collaborating within and across teams leveraging troubleshooting tools and practices.
• Engaging with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
• Experience supporting the M365 suite of products and troubleshooting web and desktop apps.
• Updating the help-desk ticketing system to track, monitor, and resolve issues.
• Identifying issues that are logical in nature and escalating them to the appropriate team for resolution.
• Troubleshooting and owning customer issues from reporting to resolution.
• Diagnosing and troubleshooting system issues along with isolation of the issue.
• Following standard procedures for escalating to the appropriate feature teams as required.
• Managing multiple open issues and ensuring their successful completion.
• Documenting technical knowledge in FAQs and troubleshooting guides.
• Triaging and escalating new bugs from early ring customers.
• Verifying and rejecting bugs submitted by unknown sources.
• Monitoring and assigning emerging issues to the engineer for escalation.
• Using tools like Log Reader and Fiddler to troubleshoot and reproduce issues.
• Collaborating with cross-functional engineering and support teams.
• Participating in regular meetings to discuss the status of escalated bugs and new issues.

Required Qualifications

• Proven experience as a Support Engineer or similar role.
• Strong problem-solving, debugging and troubleshooting skills.
• Good to have knowledge on Education tenant apps such as assignments, class notebooks and School data sync.
• Experience with ICM and Service Incident is preferred
• Excellent communication and customer service abilities.
• Familiarity with helpdesk ticketing systems and escalation procedures.
• Experience with appropriate extracting logs for Debugging (Desktop Logs, Network Logs, Web Logs)
• Experience with HTTP and HTTPS Request Code
• Experience with API requests and responses (Graph API is desirable)

Equal Employment Opportunity Declaration

WCT is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.