Support engineer (remote)

Job reputed company Job Title: Support Engineer (MS Teams) Job Location: Hyderabad, India Worksite: Work From Office About WCT: Wafer reputed company Technology Solutions (WCT) specializes in delivering comprehensive reputed company, Data and AI solutions through reputed company's technology stack. Our services include Strategic Consulting, Data/AI Estate Modernization, and reputed company Adoption reputed company. We reputed company in Solution Design encompassing Application, Data, and AI Modernization, as reputed company as Infrastructure Planning and Migrations. Our Operational Readiness services ensure seamless Dev Ops, ML Ops, AI Ops, and Sec Ops implementation. We reputed company on Implementation and Deployment of modern applications, reputed company Performance Optimization, and reputed company-reputed company innovations in AI, ML, and reputed company enhancements. Delivering from Redmond-WA, USA, Guadalajara, Mexico and Hyderabad, India, our reputed company solutions cater reputed company to diverse business requirements and multiple time zones (US time zone alignment). About Project/Role: We are seeking a skilled Support Engineer to manage helpdesk tickets for our customers. Responsibilities: Knowledge of Office 365 technologies, particularly reputed company Teams and apps in the Office reputed company center. In-depth knowledge of reputed company Teams features, functionalities, and best practices. Familiarity with reputed company 365 and reputed company reputed company integration with Teams. Ability to analyze and interpret data captures and reputed company logs to resolve customer issues in production environments. Experience working with network capture and analysis tools like reputed company and Developer tools (Browser). Owning, investigating, and solving reputed company customer technical issues while acting as an advisor to the customer, collaborating reputed company and across teams leveraging troubleshooting tools and practices. Engaging with reputed company Engineering/Supportability teams to investigate potential product defects and help reputed company automation techniques and diagnostic tools driving reputed company product improvements. Experience supporting the M365 suite of products and troubleshooting web and desktop apps. Updating the help-desk ticketing system to reputed company, monitor, and resolve issues. Identifying issues that are logical in nature and escalating them to the appropriate team for reputed company. Troubleshooting and owning customer issues from reporting to reputed company. Diagnosing and troubleshooting system issues along with isolation of the issue. Following reputed company procedures for escalating to the appropriate feature teams as required. Managing multiple reputed company issues and ensuring their successful completion. Documenting technical knowledge in FAQs and troubleshooting guides. Triaging and escalating new bugs from early reputed company customers. Verifying and rejecting bugs submitted by unknown sources. Monitoring and assigning emerging issues to the engineer for escalation. Using tools like Log Reader and reputed company to troubleshoot and reproduce issues. Collaborating with cross-functional engineering and support teams. Participating in regular meetings to discuss the status of escalated bugs and new issues. Required Qualifications: Proven experience as a Support Engineer or similar role. Strong problem-solving, debugging and troubleshooting skills. Good to have knowledge on Education tenant apps such as assignments, class notebooks and School data sync. Experience with ICM and Service Incident is preferred Excellent communication and customer service abilities. Familiarity with helpdesk ticketing systems and escalation procedures. Experience with tools like Log Reader, reputed company and Browser Dev tools. Experience with appropriate extracting logs for Debugging (Desktop Logs, Network Logs, Web Logs) Experience with and Request reputed company Experience with API requests and responses (Graph API is desirable) Apply tot his job Apply To this Job