Source description
About the role
React and resolve cases submitted or automatically alerted by monitoring tools
Troubleshoot advanced issues and provide solution options and recommendations
Proactively provide escalation within M365 tenant environment
Conduct proactive performance assessments of clients' M365 environments, identifying opportunities for optimization and improvement.
Aid other team members in the resolution of cases within the scope of skillset
Assist with information gathering and reporting to either clients or Client Success Managers
Collaborate with senior engineers to escalate issues as needed
Develop, maintain and update technical knowledge base articles
Some client interactions will be required
Collaborate with peers across Managed Services Practice
Participate in an on-call rotation
After hours / weekend work may be a required
All other duties as assigned
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