Support Engineer

Responsibilities

Job Responsibilities:

• Be part of a team and develop your skills while providing in-depth technical support via telephone, written correspondence, or electronic service. Issues represent technically complex, escalated problems identified in Microsoft Dynamics GP.
• Manage relationships with your customers and provide technical documentation for the troubleshooting steps used.
• Use debugging tools and advanced troubleshooting to analyze problems and develop unique solutions.
• Determine the best approach for resolving complex technical issues knowing that efficiency and speed to resolution are important drivers of customer satisfaction. Engage and collaborate with other Microsoft groups, including escalation resources and the Development team, in gaining resolution to critical, complex issues.
• Provide exceptional customer service in politically charged environments.
• Represent Microsoft professionally in customer and partner onsite visits and conferences, where travel may be required.
• Document your knowledge and share it with others.
• Report software bugs and be an advocate for product improvement using customer suggestions.
• Create advanced online technical content including Knowledge Base articles, training documents, webinars, blogs, etc.
• Develop and maintain a strong working knowledge of Microsoft Dynamics GP and related products such as Microsoft SQL, Exchange and Active Directory.
• Participate in planned team-wide shift rotations to cover business needs, including 24×7 “on-call” responsibilities and extended (evening shift).
• Present technical content to various audiences including customers, partners, and internal stakeholders.
• Provide advisory services such as data fixing or “how to” scenarios to partners.

Qualifications

Requirements:

• One or more years industry experience working with external customers.
• Strong customer service skills, accurate and logical problem solving, and communication skills, plus the ability to work in a team environment is essential.
• Industry experience with Microsoft stack technologies; i.e. Windows, SQL, Exchange, SharePoint

Preferred Requirements:

• Accurate and logical problem solving independently and in a fast-paced team environment.
• Demonstrated ability to deliver a high-quality customer support experience with strong customer service skills.
• Regularly exhibits a growth mindset with passion for lifelong learning and personal and professional development.
• Experience with Microsoft technologies including SQL Server, Exchange, Active Directory, IIS, SharePoint and Office.
• Excellent communication skills – spoken and written English including technical writing and the ability to deliver messaging to all levels of customer and partner organizations.
• Strong debugging skills desired but not required, e.g. ability to read and analyze network traces, fiddler, SQL trace, etc.
• Experience presenting technical content to both large and small audiences.
• Experience with Microsoft Dynamics GP or other ERP applications.
• Programming skills are useful but not required, preferably in Dexterity, and/or C#.
• Experience setting up virtual environments (e.g Azure).
• Accounting, business process, or financial/distribution related industry experience.
• Degree in Management Information Systems, Computer Science, Computer Information Systems, Computer Engineering, or Accounting (preferred)