Premier Support Engineer (3rd Shift)

Level Specific Responsibilities

• Handle a consistent flow of fundamental to advanced-level tickets, actively driving resolutions.

• Focus on key performance metrics, ensuring high client satisfaction through effective ticket resolution.

• Work with fellow PSEs and Escalation Engineers (EEs) to drive ticket closure and share best practices.

• Participate in service delivery improvements by contributing data and feedback from ticket management.

• Contribute to the development of technical knowledge and documentation.

Core Responsibilities:

Break/Fix Ticket Resolution

• Use strong knowledge of Microsoft technologies to efficiently resolve tickets.

• Quickly identify and troubleshoot issues to provide timely, lasting solutions.

• Document all troubleshooting steps and keep clients updated on progress.

Service Improvement Contribution

• Identify and suggest improvements to enhance service delivery.

• Contribute to Knowledge Base articles and share lessons learned.

• Analyze ticket trends and recommend changes to prevent recurring issues.

Proactive Account Management and Customer Communication

• Maintain regular communication with clients, addressing issues proactively.

• Advocate for client needs, providing strategic solutions aligned with their goals.

• Monitor client systems and offer advice to prevent technical issues.

Support Knowledge Lake Buildout

• Create and maintain technical documentation for internal and client use.

• Collaborate with team members to fill knowledge gaps and improve resources.

• Communicate technical issues clearly for both technical and non-technical audiences.

Continuous Learning and Development

• Pursue relevant certifications to stay current in Microsoft technologies.

• Share new knowledge with the team through training and mentoring.

• Apply new skills to improve daily tasks and seek opportunities for professional growth.