BEMO
Location
Redmond, WA | United States
Job description
Job Description:
The Technical Support Engineer is responsible for BEMO’s customer helpdesk and therefore our customers’ overall satisfaction.
The Technical Support Engineer IC2 will demonstrate the ability to conduct routine work with specialist and commercial knowledge in the following areas :
· Microsoft 365 Apps and Administration Support
· Microsoft Azure Support
· Microsoft 365 Security Support
· Customer Service
· Team Communication
· Problem Solving and Analysis
At BEMO, the Technical Support Engineer IC2 competencies require :
· Understanding of prioritization and time management of tasks
· Building effective working relationships within the team and with peers
· Demonstrates skill to influence other peers
· Conducts complex tasks autonomously
· Follows defined procedures and practices to resolve day to day problems
· Works on problems of moderate scope and uses multiple known practices and procedures to solve problems with the support of manager and peers
· The ability to respond to customers’ help desk tickets reactively in the alignment of BEMO’s products and service scope
· Clear and open communicator with wider teams and stakeholders
· Maintains transactional communication with customers or partners
· Builds self-awareness about strengths and areas of development by being open to feedback from your manager and peers.
· Consistently seeks to improve technical knowledge in the Microsoft technology and security areas
· Constantly tries to improve the technical support function at BEMO with process, knowledge, and documentation areas
Responsibilities and Primary Goals
· Customer Support
o Provide technical support on a triage queue 7 am Pacific to 3 pm Pacific
o Manage daily tickets assigned
o Log into phone and ticket systems according to schedule and hold yourself accountable
o Resolve routine technical tickets in a timely and efficient manner
o Escalate tickets to upper tiers and/or vendors when appropriate
o Own and oversee support tickets until resolution is determine
o Maintain product knowledge both from Microsoft’s suite that BEMO supports but also products and services that BEMO offers
o Review and improve your CSAT (customer satisfaction) score with your tickets
o Review and improve your SLA (service level agreements) with your tickets
o Document and update solutions via knowledge base articles
· Cross Group Collaboration and Support
o Support the Customer Success team with customer-specific data for security scores and value realization efforts
o Provide T1-T2 Team members support for tickets and issues relevant to managed service customers' security and compliance
o Working with BEMO IT Manager to align security policies and processes
o Work collaboratively with implementation engineers, operations team members, customer success managers, support engineers, and our BEMO customers
Requirements
· Educational degree or diploma in Computer Science, Engineering, or the equivalent in proven experience
· 1 to 3 years of experience in administrating, managing, or implementing Microsoft Azure and Microsoft 365 as a support engineer.
· Active Microsoft certification for MS-900, or ability obtain within 6 months of start date
· Strong competency in core professional skills, especially attention to detail, responsiveness, follow-through, and flexibility, with a high degree of emotional intelligence and tact
· Ability to work independently and collaboratively with other internal teams when needed
· Proven customer service experience with clear and consistent writing, presentation, and communications skills in the English language
· Knowledge of security best practices
· Excellent time management and prioritization skills
· Self-motivated drive for excellenceExperience using a ticketing system
Specialized Knowledge and Skills Preferred
· Other Microsoft certifications are preferred (MS-500, AZ-500, SC-300, SC-400, etc.)
· Familiarity with compliance standards (e.g., SOC 2, ISO27001) is preferred
· Cisco knowledge and/or experience preferred
· Intune and MAM experience preferred
· Azure Cloud experience is a plus
· Mac knowledge and/or experience is a major plus
Salary Calculation: USA Salary for IC2 is $108,640 x Country COL
108,640 x 33.6% Peru COL = $36,503.04
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