Support Engineer Jobs

The Tier 1 Support Engineer will be responsible for providing technical assistance and support to our customers related to Sparrow functionality across our various channels (Portal, SharePoint, Teams, and Mobile).

The individual is an advocate for our customers’ success and should be seen as their trusted adviser when responding to queries, isolating problems, and determining / implementing solutions.

Responsibilities

•Creation and initial configuration of new client environments as specified within the TakeFlight onboarding program.This includes customer tenants, optional features, and enablement of all product channels

•Attend daily Customer Success meetings to ensure there is shared understanding on current customer issues and priorities

•Provide technical assistance and support for incoming queries and issues related to Sparrow functionality (and occasionally other M365 apps) across all product channels

•Familiarize yourself with all product features and configuration options in order to become the trusted advisor for our customers.If additional training on any aspect of the system is needed, please request training either through the Product or Customer Success teams.

•Respond to and document all aspects of support queries within the HubSpot system.This includes all required ticket information, current stage of issue, and notes on issue resolution.

•Run diagnostic tools to resolve problems as well as troubleshoot IT scripts, systems, or automation

•Daily monitoring of the Support group inbox

•Walk customers through problem-solving processes and follow up to ensure issues have been resolved within agreed upon internal performance guidelines.Timely correspondence is key to customer satisfaction.

•Escalate issues as required to Tier 2 and/or Tier 3 support engineers via the HubSpot system and DevOps ticket creation

•Generate, update, and maintain detailed documentation for day-to-day configuration process, installations, and issue resolution steps

Qualifications

A bachelor's degree in computer science, information technology, or a related field is usually required. However, some companies may consider candidates with relevant work experience and certifications even without a formal degree.

Technical Knowledge: A strong understanding of

•SharePoint - SharePoint architecture, functionality, and related technologies is essential. The support engineer should have expertise in SharePoint Server, SharePoint Online (Office 365), and OneDrive

•MS Teams - The candidate should be proficient in configuring, managing, and troubleshooting MS Teams, including its various features, settings, and integrations.

•Azure – Azure Services (VMs, AAD, Azure App Services, Azure Functions, and Azure Security Center), Azure Resource Management, Security & Identity

•Database Technologies including SQL Server and COSMOS DB

•Knowledge of web technologies like HTML, CSS, JavaScript, and PowerShell scripting is also important.

•Experience: 3+ Years previous experience in SharePoint administration or support is REQUIRED. Familiarity with SharePoint migrations and upgrades is also beneficial.

•Problem-Solving Skills: SharePoint support engineers need to be skilled at diagnosing and resolving technical issues. They should have a logical and analytical mindset to troubleshoot problems, identify root causes, and propose effective solutions. Strong problem-solving and debugging skills are essential.

•Communication and Customer Service: Excellent verbal and written communication skills are necessary to interact with end-users, understand their requirements, and provide clear instructions and support. Support engineers should be able to communicate technical concepts to non-technical users effectively. Strong customer service skills, patience, and a customer-focused approach are also important.