MS 365 Support Engineer

LTM; Bellevue (WA); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Comprehensive Medical Plan

Disability Insurance

401(k) Plan with Company match

Life Insurance

Paid Paternity and Maternity Leave

Job summary

LTM is seeking a Support Engineer to resolve complex incidents for Microsoft 365 customers in the United States. The role requires strong English communication and deep knowledge of Office 365, Exchange Online, and related services.

You will assist customers via phone and email, document cases thoroughly, and escalate when necessary while maintaining professional interactions.

Qualifications

• Must have basic knowledge or hands on experience of Office 365 Administration.
• Hands on experience in Exchange Online Mail flow Troubleshooting.
• Experience related to Security and Compliance Retention Policies.
• Knowledge of Active Directory.
• Basic knowledge about SharePoint Online, Skype for Business and Teams is a plus.
• Knowledge of Exchange 2010, 2013 and 2016 is beneficial.
• Familiarity with Server Roles.
• Required to conduct knowledge transfer sessions.
• Daily reviews for tickets.

Responsibilities

• Resolve complex customer incidents related to Microsoft 365 platform.
• Communicate with customers via phone and email; document cases clearly.
• Escalate issues when dedicated skills are needed; provide proactive recommendations.

Skills

Excellent English communication

Troubleshooting skills

Customer-focused

Technical support experience

Team collaboration

Problem solving

Tools

Office 365 Administration

Exchange Online

Active Directory

SharePoint Online

Teams

Skype for Business

Job description

The Support Engineer (SE) is a critical role in the resolution of complex support incidents related to supporting customer use of the Microsoft 365 platform.

A Support Engineer is knowledgeable in Microsoft 365 services, technologies, offerings and the platform. The successful Support Engineer has the drive and intellectual horsepower to resolve difficult customer issues; directly supports customers through telephone and email; escalates issues quickly when deep, specific skills or other capabilities are required; ability to use knowledge of the Microsoft 365 architecture and offerings to provide customer resolution and proactive customer recommendations; has excellent communication skills and is fluent in English; writes excellent case documentation; and is able to handle challenging and politically-sensitive customer situations.

Qualifications

SOFT SKILLS

• Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence
• Handle challenging and politically sensitive customer situations, including the appropriate use of all available resources, communicate effectively with Support teams on complex issues
• Excellent spoken and written English communication skills
• Demonstrable troubleshooting skills
• Logical and critical thinking
• Passion for technology and customer support

EXPERIENCE

• At least 2-3 years of Technical Support experience including experience in a customer facing or customer technical support role.

EDUCATION/CERTIFICATION

LANGUAGE

• Fluency in English

Technical Requirements

EXO

• Must have basic knowledge or hands on experience of Office 365 Administration
• Hands on experience in Exchange online Mail flow Troubleshooting
• Hands on experience related to Security and Compliance Retention Policies
• Must have knowledge about Active Directory
• Basic knowledge about SharePoint Online Skype for Business and Teams will be of advantage
• Basic knowledge about Exchange 2010 2013 and 2016
• Knowledge about Server Roles
• Required to conduct knowledge transfer sessions
• Daily reviews for tickets

Benefits/perks listed below may vary depending on the nature of your employment with LTM):

Benefits and Perks:

• Comprehensive Medical Plan Covering Medical, Dental, Vision
• Short Term and Long-Term Disability Coverage
• 401(k) Plan with Company match
• Life Insurance
• Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.

LTM is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.