Support Escalations Engineer

4 weeks ago

Dublin, Dublin City, Ireland Evad IT Solutions Full time

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General Summary
Due to our continued expansion, EVAD is looking to fill a role within our service department for our Dublin office for the position of Support Escalations Engineer. Support Escalation Engineers (SEE) specialize in investigating and solving critical, complex technical issues and employ problem isolation techniques and product knowledge to solve problems. You will use sophisticated tools and analysis requiring the highest skill level of conflict resolution and collaboration. You will be responsible for building robust relationships across the business, engaging with high-profile individuals in order to deliver a quality support experience enabling overall customer success.

Responsibilities

  • Supporting escalated issues of all customers on phone and remotely; site visits may also be required.
  • Scoping and documenting customer scenarios, potential causes, and troubleshooting steps.
  • Effectively communicating with customers via phone, email, or in person.
  • Ensuring compliance with schedules, processes, and MS policies and values.
  • Provide escalation support for operations issues off the help desk.
  • Manage hot fixes/standard patches for Windows servers and workstations.
  • Manage existing Microsoft Windows Server and Active Directory environments.
  • Provide storage and server level administration.
  • Foster positive customer relationships and build customer loyalty while effectively managing challenging situations.
  • Demonstrate strong interpersonal and communication skills while working with diverse audiences including customers, IT professionals, and executive management.
  • Demonstrate leadership through personal responsibility, accountability, and teamwork.
  • Act as a technical focal point in cooperative relationships.
  • Manage crisis situations that may involve technically challenging issues and diverse audiences.
  • Own and resolve technically complex mission-critical or politically hot customer issues.
  • Be responsive to customer needs, which may require work outside of normal business hours.
  • Interact with other engineers to provide technical action plans or take ownership of cases that require escalation.
  • Share knowledge with others through solution documents.

Qualifications

  • 6+ years of in-depth experience in M365.
  • Fluent in reading, writing, and speaking English.
  • Product and troubleshooting knowledge in all types of migration with Office 365.
  • Product and troubleshooting knowledge in analyzing email flow issues using Exchange online protection and hybrid scenarios.
  • Product and troubleshooting knowledge in provisioning of mailboxes in Exchange online (Cloud only, Hybrid, Migration scenarios).
  • Product and troubleshooting knowledge in configuring and troubleshooting in Hybrid Exchange Environment.
  • Office 365 identity synchronization planning, design, and deployment of AAD connect service for Office 365 identity management.
  • Planning and deployment of Exchange Hybrid with Office 365; working experience on Exchange online migrations.
  • Office 365 Tenant to Tenant Migration Structure Planning.
  • Design and deployment of Exchange 2016/2019 on-premise environment; migration from old Exchange version to latest Exchange environment is an added advantage.
  • Product and troubleshooting knowledge in Azure Active Directory conditional access with Office 365 and third-party applications is an added advantage.
  • Must have enthusiasm for learning.
  • Passionate about cloud technology.

Candidate Should Also Have Practical Experience With The Following

  • Experience with Windows Server 2012/2016, Active Directory, DNS, DHCP.
  • Active Directory.
  • Office 365.
  • Azure.
  • InTune.
  • VM Ware.
  • Firewall (Preferably SonicWALL).

Skills: M365, Office 365, Azure Active Directory, Windows

Seniority Level: Not Applicable

Employment Type: Full-time

Job Function: Information Technology

Industries: IT System Training and Support

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