Support Engineer (Microsoft Teams)

About the Role

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

Key Responsibilities

• Manage helpdesk tickets for customers.
• Own, investigate, and solve complex customer technical issues.
• Act as an advisor to the customer.
• Collaborate within and across teams.
• Engage with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools.
• Support the M365 suite of products.
• Troubleshoot web and desktop apps.
• Update the help-desk ticketing system to track, monitor, and resolve issues.
• Identify logical issues and escalate them to the appropriate team.
• Troubleshoot and own customer issues from reporting to resolution.
• Diagnose and troubleshoot system issues and isolate the issue.
• Follow standard procedures for escalating to appropriate feature teams.
• Manage multiple open issues and ensure their successful completion.
• Document technical knowledge in FAQs and troubleshooting guides.
• Triage and escalate new bugs from early ring customers.
• Verify and reject bugs submitted by unknown sources.
• Monitor and assign emerging issues to the engineer for escalation.
• Collaborate with cross-functional engineering and support teams.
• Participate in regular meetings to discuss the status of escalated bugs and new issues.

Requirements & Tech Stack

• 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.
• Experience working with network capture and analysis tools like Fiddler and Developer tools (Browser).
• Experience with tools like Log Reader, Fiddler, and Browser Dev tools.
• 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).

Qualifications

• Proven experience as a Support Engineer or similar role.
• Strong problem-solving, debugging, and troubleshooting skills.
• Experience supporting the M365 suite of products.
• Experience with ICM and Service Incident is preferred.
• Excellent communication and customer service abilities.
• Familiarity with helpdesk ticketing systems and escalation procedures.
• Good to have knowledge on Education tenant apps such as assignments, class notebooks and School data sync.