Support Engineer

Minimum Years of Experience: 2          # of Openings: 8          Reports To: Manager India Support Team          Supervises: None

JOB SUMMARY

The Support Engineer provides Microsoft Lync and Skype for Business support to our Enterprise Customers. Support Engineers work under limited supervision and are responsible for resolution of technical Issues and the implementation of minor changes. Job responsibilities include:

• Ownership and resolution of Incidents related to our customer’s Microsoft Lync and Skype for Business deployments
• Day to day administration and monitoring of our customer’s Microsoft Lync and Skype for Business deployments using the Unify Square toolset
• Planning and implementation of simple changes
• Assisting Unify Square Tier 3 Support with complex changes and maintenance work
• Update Incident and Change information in Unify Square’s and/or the customer’s ticketing system
• Making sure everything we do complies with Unify Square’s and our customer’s standards and procedures
• Additional responsibilities as required

QUALIFICATIONS

Essential Qualifications

• B.S. in Computer Science (CS), Information Technology (IT), Electrical Engineering (EE), Computer Engineering (CE), Master of Computer Applications (MCA)

Desirable Qualifications

• Microsoft Certified Professional

EXPERIENCE

Essential Experience

• Minimum 2 years relevant work experience
• Must have prior experience providing technical support to Enterprise Customers

Desirable Experience

• Prior exposure to Microsoft Unified Communication Technologies

SKILLS & ABILITIES

Essential Skills & Abilities

• Strong in networking concepts.
• Good knowledge of Microsoft Office Products (Excel, PowerPoint, Outlook etc.)
• Outstanding attention to detail and capacity to demonstrate continual learning
• Exceptional analytical and problem solving capabilities
• Excellent deductive and inductive reasoning skills
• Strong interpersonal verbal and written skills
• Ability to work both individually and with teams
• Good knowledge of Active Directory & Windows Server (2003, 2008, R2)
• Ability to analyse and interpret data, capture and trace logs to resolve customer issues in live working environment

Desirable Skills & Abilities

• Enjoys helping customers
• Digs deep to find the best solution

PERSONAL QUALITIES

Essential Personal Qualities

• Excellent written and verbal communication skills; good team player; highly motivated self-starter; good relationship builder with strong diplomacy skills. Must aspire to a culture of service excellence, always putting the customer, our people and our business at the center of everything they do
• Able to understand and deliver services which are provided on a 24x7x365 basis from an offshore location.
• Must be able to work proactively and under pressure

Desirable Personal Qualities

Happy to work outside of comfort zones

OTHER CONSIDERATIONS

• Willing to work in rotational shifts including Night Shifts (company provides transport expense reimbursement for shift employees)
• Willing to travel and relocate to Gurgaon or vicinity  if required