Support Engineer – Join a Global Tech Solutions Company

We are looking for a Support Engineer to join a leading global technology solutions provider, supporting a high-profile client in the cloud and IT space. 

About Our Client

Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and Society to Rise.

They are a USD billion company with professionals across 90 countries, helping 988 global customers, including Fortune 500 companies. Their convergent digital design experiences, innovation platforms, and reusable assets connect across multiple technologies to deliver tangible business value and experiences to their stakeholders. Our client has been recognized among India’s 50 best companies to work for in 2020 by the Great Place to Work Institute.

They provide technical support to customers, partners, field engineers, and other product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex computer systems, complex software, or networked and/or wireless systems.

They work with customers to review and resolve issues. Performs troubleshooting and related analyses; escalates issues as appropriate or serves as the escalation point for highly complex issues.

Collaborates on cross-team issues and provides feedback to improve products, resolve bugs, and automate processes. Participates in ongoing training and readiness programs

About the Team and the Role

They are the Cyberdefense Delivery Partner Unit under the Security & Compliance support department, where they manage the outsourcing operations with delivery Partners.

Responsibilities

• Supervise our outsourced support engineers operating with Microsoft delivery partners.
• Be a technical reference point for our outsourced support engineers.
• Handle technical escalations raised from Microsoft support teams and collaborate with several internal stakeholders to get it resolved, including working with the product group.
• Conduct case technical reviews of the support cases, ensuring the case progress is on track.
• Accomplish several functions like handling case assignment escalations and queue sweeps, making sure that the cases go to the proper delivery partners for assignments.
• Be a point of contact between Microsoft support teams (FTE teams), Duty management teams & delivery partners teams.

Skills

• Experience or knowledge in Microsoft Security Products (one or more of: Defender for Endpoint/sentential/Compliance/Defender for Office/Defender for Cloud Apps/Defender for Identity)
• Network security & security domain knowledge in general.
• Strong TCP/IP stack knowledge
• Knowledge of HTTP/HTTPS methods.
• Strong knowledge of Cybersecurity concepts.
• Technical support experience.
• Team leadership experience is a plus.

IT Jobs Worldwide

IT Jobs Worldwide is a professional recruitment company that focuses on connecting IT talents with the most exciting vacancies worldwide. We specialize in specific IT areas including Java, PHP, .NET, Python, JavaScript, Swift, Objective-C, Kotlin, Dart, QA and Testing, Data and BI, and Infrastructure.

IT Jobs Worldwide is part of the Worldwiders brands, with more than 80 colleagues all over Europe. With over 400 clients in over 40 countries, our recruitment solutions are tailormade and set up to add value that benefits the matchmaking process.