Technical Support Engineer

Technical Support Engineer (US hours)
Technical Support Engineer Header Imagetop-right-square
DIGITAL WORK
[Employer hidden — view at passion-project.co.uk] is a Microsoft Solutions for Modern Work and a Microsoft Preferred Content AI Partner with a global customer base in over 25 countries. We are a specialist digital transformation solutions provider, focused on Microsoft 365 and other latest technologies such as AI/Machine Learning. Our customers include UK, USA, UAE, and Australian government departments and enterprises in various domains including space, financial services, engineering, research, legal, manufacturing, and more. [Employer hidden] has headquarters in the UK and offices in Dubai, India, and USA. Despite our global footprint, our nimble team retains a close-knit feel.
We are looking for a dynamic and experienced Technical Support Engineer to support our customers and partners in Europe & mostly the USA. This will involve working hours to coincide with the US business; working from 2 pm to 10 pm.
Location
Reading, UK
Department
Cloud Engineering
Experience required
The Role
Providing tech support and maintenance on [Employer hidden] products
Providing tech support on SharePoint Online/M365 migration and adoption related issues
Troubleshooting in customer environments focusing on resolving customer issues
Answering customers/partners related product queries through our support portal
Prioritising your workload based on the criticality of issues and SLAs
Updating customers/partners on the status of support tickets in an effective manner
Creating content in the support knowledge base
Contribute to the customer support organization participating in meetings/training sessions
Required Skills
Good experience supporting .Net/SQL Server based products and custom applications
Strong technical diagnostic and problem-solving skills
Solid customer liaison experience
Expertise in Application support and maintenance Tools such as Zendesk, Remedy
Knowledge of C#/.Net and database technologies (SQL Server/PostgreSQL)
Knowledge of Agile Methodologies and DevOps tools such as Azure DevOps
Proven technical diagnostic and problem-solving skills
Good To Have Skills
Good knowledge of SharePoint/M365 (Configuration and Administration)
Experience in SharePoint support - an added advantage
Advanced SQL skills such as performance analysis, etc.
Experience of Extract, Transform and Load type solutions
Softer skills will include enthusiasm, the desire to be the best at what you do, to leave the customer smiling, and become a go to person! Youll need excellent communication skills, personal organization, and decision-making skills, be able to prioritize and manage expectations.

If you are UK-based and interested in working a late shift to cover the business hours in America, then this may be the job for you. You will work on a hybrid basis from home but must be able to travel to the Reading office when required for meetings.