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Expert L2 Technical Support Engineer
2 weeks ago
Responsibilities:
- Provide expertlevel technical support and troubleshooting for Microsoft enterprise solutions, including Exchange, Microsoft 365 services, File Servers, and Active Directory.
- Diagnose and resolve complex technical issues independently, utilizing advanced troubleshooting techniques and best practices.
- Collaborate with crossfunctional teams and stakeholders to resolve escalated technical issues and ensure timely resolution.
- Document and maintain accurate records of technical issues, solutions, and troubleshooting steps.
- Proactively identify and address potential issues or areas for improvement within the Microsoft technology stack.
- Stay updated on the latest trends, technologies, and best practices in Microsoft enterprise solutions and IT infrastructure.
- Adhere to SLA requirements and ensure compliance with contractual terms and payment schedules.
- Provide technical guidance and mentorship to junior team members as needed.
Requirements:
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or related field.
- Minimum of 5 years of experience in technical support or IT infrastructure management, with a focus on Microsoft enterprise solutions.
- Deep expertise in Microsoft Exchange, Microsoft 365 services (cloudbased), Microsoft File Servers, and Microsoft Active Directory.
- Proven ability to independently troubleshoot and resolve complex technical issues without vendor support.
- Strong understanding of ITIL (Information Technology Infrastructure Library) framework and service management principles.
- Excellent communication and interpersonal skills, with the ability to effectively interact with clients, stakeholders, and team members.
- Experience working within SLAdriven environments and managing customer expectations.
- Relevant certifications such as
Microsoft Certified:
Modern Desktop Administrator Associate,
Microsoft Certified:
Messaging Administrator Associate, or equivalent certifications are preferred.
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