Support Engineer

• Monitoring ServiceNow support queues and tickets.
• Taking Ownership of incidents and problems for customers.
• Hands-on configuration of customer platforms when access has been specifically granted and project, change control, and support activities have been defined.
• Platforms include Microsoft Skype for Business Server, SfB Online and Teams.
• Provide diagnosis for customer faults by using known troubleshooting techniques and processes to provide fast resolution that consistently meet SLAs.
• Working with UC & Collaboration & 3rd party vendors to debug/resolve faults.
• Technical Ownership of migration/deployment work packages assigned within UC & Collaboration projects, delivered in line with industry best practices and working with cross-functional colleagues across the company/globe.
• Provision, configure, and test new services for customer solutions while following onboarding procedures to ensure a secure and highly available solution from day one.
• Take ownership of key customers and products.
• Identify & document support procedures for internal knowledge database.

Cloud Support Engineer

Technical Support Supervisor