Job Details
Skills And Tools:
Job Description
We are looking for Customer Success Support Engineer (Unified Communications - Skype for Business ) as per the capabilities below:
The Customer Success Support Engineer will provide enterprise-level assistance to our customers. He will diagnose and troubleshoot software and help our customers install applications and programs based on our defined scope.
Customer Success Support Engineer responsibilities include not limited to resolving issues, configuring operating systems and using remote desktop connections to provide immediate support. He will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, he will contact clients via phone and/or provide clear, written instructions and technical manuals. Also, Customer Success Support Engineer will be responsible for following up with the customers to make sure that SLA consumption is on track.
Responsibilities:
- Install and configure operating systems, software, and hardware components, and clearly document the design, maintenance, and support procedures for routine tasks to leverage IT support staff
- Routinely test software for bugs, redundancies, and security issues
- Conduct high-level root-cause analysis for service interruption and establish preventive measures
- Create reports and documentation outlining findings and solutions; oversee the overall backup strategy and daily operations for secure backups and restore testing
- Diagnose and troubleshoot technical issues.
- Ask customers targeted questions to quickly understand the root of the problem.
- Track issues through to resolution, within agreed time limits.
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
- Properly escalate unresolved issues to appropriate internal teams (e.g. 2nd layer of support).
- Provide prompt and accurate feedback to customers.
- Refer to internal database or external resources to provide accurate tech solutions.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
- Prepare accurate and timely reports.
- Document technical knowledge in the form of notes and manuals.
- Maintain jovial relationships with clients.
Job Requirements
- Bachelor’s degree in Computer Science.
- More than 5 years in the same position.
- MCSE is required
- Unified Communication certified is required
- CCNA is preferred.
- Microsoft Windows Server
- Experience with Email service [Exchange server, office 365]
- Skype for business and team
- Integration between S4B and another IP telephony
- Active directory, and virtualization
- Good knowledge for SQL
- Knowledge of Unix system administration [preferred].
Personal Characteristics
- Excellent communication skills and the ability to explain complex technical ideas to non-technical audience and work with individuals at all levels.
- Excellent communication skills in English (both written and oral); able to concisely communicate security risks to both technical and business audiences.
- Active Listening
- Oral Communication
- Interpersonal Skills
- Customer Service
- Guidance
- A good memory of how software and operating systems work
- The ability to work well in a team
- Problem solving skills
- Can work under pressure
- The ability to priorities your workload
- Attention to detail.
- Highly developed influencing skills
- A positive attitude and energetic work style
- An ability to lead others
- Highly organized and efficient work manner with exceptional time
- Works to the strategic direction of the organization
- Self-motivated creative and pro active
