Remote Support Engineer 3 Job in Charlotte, NC Blueprint

Who you are

• A 4-year technical degree or equivalent work experience, plus a minimum of 3 years of experience in technical support or MIS in an Enterprise environment.
• Demonstrated technical competence with Microsoft BackOffice Technologies.
• Conversationalist level of knowledge of all Microsoft products used in an enterprise environment.
• MCSE certification is preferred.
• Strong technical writing skills and familiarity with Microsoft Office Applications.
• Ability to effectively communicate with customer managers and executives on technical and business issues.
• Strong organization, time management, project management, and negotiation skills.
• At least 3 years of experience working with Microsoft Skype for Business and Microsoft Teams.
• Strong background in Windows-based operating systems and applications with at least 3 years of experience.
• Strong network and/or VoIP experience with underlying technologies, including Routing and Switching Protocols, TCP, DNS, QoS, SIP, VLANs, and WAN protocols, with at least 3 years of experience.

What the job involves

• Deliver timely and high-quality incident resolution, focusing on root cause analysis, prevention, and knowledge transfer.
• Utilize knowledge of the customer environment to resolve issues in a timely manner.
• Manage escalations and sub-cases to ensure timely and high-quality resolution of all issues.
• Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.
• Work with Technical Account Managers to effectively manage hot sites, including documented action plans and daily status updates for the customer and Microsoft management.
• Execute a formal post-mortem process upon closure of critical issues.
• Initiate and participate in triage meetings to share knowledge with other engineers and efficiently resolve customer problems.

Application process

• If you need assistance or a reasonable accommodation to complete the application process, please reach out to: recruiting@bpcs.com