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Job Title

COPILOT TSE

Department

Customer Support

Level

Intermediate to Senior

Location

Egypt

Role Description

As a support engineer, you will solve high-level complex problems involving broad, in-depth product knowledge or in-depth product specialty, which may include support for additional product lines. Frequently, these problems will not only be technically complex but will also be politically charged situations requiring the highest level of customer skill.

Required Skills

As a support engineer, you will be responsible for customer communication via phone, email, chat, or on-site to assist customers in resolving technical issues.

It’s your chance to:

  • Demonstrate strong interpersonal and communication skills while working with diverse audiences, including highly technical IT professionals, developers, architects, and executive management.
  • Exhibit leadership through personal responsibility, accountability, and teamwork.
  • Act as a technical focal point in cooperative relationships with other companies.
  • Manage crisis situations that may involve technically challenging issues and diverse audiences.
  • Own and resolve technically complex mission-critical or politically hot customer issues.
  • Be responsive to customer needs, which may sometimes require working outside of normal business hours or on-call rotation.
  • Use trace analysis, debug skills, source code, and other proprietary tools to analyze problems and develop solutions to meet customer needs; this may involve writing code.
  • Maintain strong working knowledge of released products, take ownership of product improvement, and participate in pre-release activities and BETA programs.
  • Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
  • Earn certifications as an MCSE, MCSD, or MCPD.

Qualifications & Certificates

Superior problem-solving and troubleshooting skills at the system engineer level; exceptional customer service, overall communication, and technical writing skills. Must have sufficient technical depth to communicate with development and other internal organizations at a peer level; Must possess the ability to work independently with minimal management supervision and as part of a regional team of engineers; Demonstrated aptitude for providing exceptional customer service in politically charged environments; Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and team content development; Ability to apply technology to improve existing products and systems for customers and for internal use; Ability to actively participate in team support by proposing and implementing solutions; Assist in developing strategies to gain additional Premier support accounts by contacting and establishing relationships with Premier Support Managers and Technical Account Managers.

Technical Requirements:

  • Deep understanding of exchange architecture
  • Deep troubleshooting skills with Exchange
  • Exchange 2016 and 2019
  • Windows Server 2012 and 2016.
  • Design, administration, and/or support experience with Exchange On-Premise and Exchange Online environments.
  • Migrations from Exchange on Premises to Exchange Online
  • Troubleshooting skills with Exchange Transport and Client Access
  • Troubleshooting experience with device syncing.
  • Exchange disaster recovery scenarios.
  • Deep understanding of Active Directory and DNS

Education:

A college degree, preferably in computer science, is preferred. MCSE is strongly preferred but not required at hire. Related field (or equivalent) experience will be considered.