Support Engineer 1st Line

**Softline International** **is hiring**

If you want to be part of global organization where your ideas are heard and innovation and collaborative spaces are fundamental pillar, we are here for you.

Our priority is to make sure that the people who work with us have the space to create ideas, the confidence to share them, and the resources and support to take them through to reality.

About 30 years we help companies make the right changes to ensure their success in digital transformation by providing end-to-end technology solutions including infrastructure, cloud, virtualization, collaboration, security, mobility and data center. We have quite broad geographical presence - more than 55 countries across 95 cities. Besides recently we have had IPO experience so you could easily find our results - for instance, our revenue is 2.5 billion now.

**Now we’re looking for a **Support Engineer 1st line** you’ll be a part of our Global SDC Team**
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**What you’ll be doing - your responsibilities**
- Be the first point of contact for customers seeking technical assistance over the phone or SM tool/portal;
- Qualify and document the problems raised by customers and investigate the problem by doing your own research and by involving other teams as needed.
- Prioritize, categorize and manage several open cases at once
- Work on Trend Analysis and Problem management
- Work to SLA thresholds for incident(s), request(s) and problem(s)
- Consult and collaborate with your immediate peers or colleagues across the board to resolve service issues.
- Establish a good working relationship with the customers and 3rd parties
- Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.
- Advise customers on how to gain additional value from their Microsoft products.
- Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
- Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations
- Maintain high Quality of Service & Support
- Ensures a high-level customer satisfaction by ensuring the continuous operation of their systems
- Keep up to date with technology trends

**Skills required for the role**
- Bachelor’s degree in Information Technology, Computer Science, or a similar field.
- M365: Exchange Online, OneDrive, Sharepoint, Yammer, Teams and Other components.
- MS Azure (IaaS & PaaS);
- **Optional (advantage)**: SQL server; Windows 10; Exchange Server, Exchange Federation; Active Directory, AD connect, ADDS,DNS,DHCP,AD Sync & SSO,Azure AD, AD Trust, WSUS, Print Server and File Server; Windows Server & Client (OS); SCCM; Intune; Microsoft Identity Manager (MIM); Hyper-V. EMS: ATP, AADP, MIP, MCAS, MDATP.
- Written and verbal communication skills
- Teamworking skills and a collaborative approach to work.
- Ability to multitask and prioritize your workload.
- Languages**:Advanced level of English or Portuguese
- Availability to work rotating monthly shifts.
- Preferred time slot 00 to 07:00 am

**Experience you would be expected to have**
- Technical experience doing implementations or migrations is expected. Also, proven knowledge of the O365 suite in general, primarily with its administration using GUI and/or PowerShell commands.
- An excellent telephone manner for making initial contact and for ongoing communication with customers

**What we offer**
- Osde
- Mobile + laptop offered by the company.
- Paid cell phone line
- Free birthday.
- One additional week
- Extended paternity leave
- Gradual return for mothers.
- English classes.
- Discount in universities.

And more

Linkedin: LaraMiñones /HR Recruiter