• Job Description

  Req#: 10551
  Overview
  
  
  We’re seeking a customer-oriented Technical Support Engineer Level 2 to work on behalf of our client to resolve complex customer cases. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service. This role is expected to take cases escalated by customers and/or Level 1 Support Engineers and should provide quick and accurate support.
  At TeKnowledge, your work makes an impact from day one. We partner with organizations to deliver AI-First Expert Technology Services that drive meaningful impact in AI, Customer Experience, and Cybersecurity. We turn complexity into clarity and potential into progress—in a place where people lead and tech empowers.
  You’ll be part of a diverse and inclusive team where trust, teamwork, and shared success fuel everything we do. We push boundaries, using advanced technologies to solve complex challenges for clients around the world.
  Here, your work drives real change, and your ideas help shape the future of technology. We invest in you with top-tier training, mentorship, and career development—ensuring you stay ahead in an ever-evolving world.
  Why You’ll Enjoy It Here:
  • Be Part of Something Big – A growing company where your contributions matter.
  • Make an Immediate Impact – Support groundbreaking technologies with real-world results.
  • Work on Cutting-Edge Tech – AI, cybersecurity, and next-gen digital solutions.
  • Thrive in an Inclusive Team – A culture built on trust, collaboration, and respect.
  • We Care – Integrity, empathy, and purpose guide every decision.
  We’re looking for innovators, problem-solvers, and experts ready to drive change and grow with us.
  We Are TeKnowledge. Where People Lead and Tech Empowers.
  
  Responsibilities
  
  
  The M365 team supports online and cloud applications for M365 customers. As part of the M365 team, you will spend much of your time collaborating with your team to bring cases to resolution. Some cases will be transferred to a higher tier of support. Support Engineers will work with peers, Tech Leads, Subject Matter Experts, and Technical Advisors from Microsoft. However, you should also be able to work independently, learn the product and make troubleshooting decisions on your own.
  This role will:
  • Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
  • Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.
  • Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
  • Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
  • Mentor junior support engineers as needed or requested by management.
  
  Qualifications
  
  
  The M365 Line of Business is a good fit for you if:
  • You love technology, understand it and are adept at using it.
  • You’re able to adapt quickly as situations change.
  • You’re empathetic and advocate for our customers.
  • You’re customer-obsessed, take the initiative, and exceed expectations.
  • You’re proficient in both written and oral English.
  In this role:
  • Proven work experience with IT or technical proficiency. Min of 1 year’ of IT experience is preferred
  • A Bachelor’s degree in IT-related discipline is preferred.
  • Certifications relevant to the product are an added advantage (M365 or Azure Fundamentals)
  • Customer support experience (customer obsessed, innovative and result oriented)
  • Professional fluency in English is essential, both written and spoken.
  • Passion for solving complex technical issues.
  
  
  The M365 Line of Business is a good fit for you if:
  • You love technology, understand it and are adept at using it.
  • You’re able to adapt quickly as situations change.
  • You’re empathetic and advocate for our customers.
  • You’re customer-obsessed, take the initiative, and exceed expectations.
  • You’re proficient in both written and oral English.
  In this role:
  • Proven work experience with IT or technical proficiency. Min of 1 year’ of IT experience is preferred
  • A Bachelor’s degree in IT-related discipline is preferred.
  • Certifications relevant to the product are an added advantage (M365 or Azure Fundamentals)
  • Customer support experience (customer obsessed, innovative and result oriented)
  • Professional fluency in English is essential, both written and spoken.
  • Passion for solving complex technical issues.
  
  
  The M365 team supports online and cloud applications for M365 customers. As part of the M365 team, you will spend much of your time collaborating with your team to bring cases to resolution. Some cases will be transferred to a higher tier of support. Support Engineers will work with peers, Tech Leads, Subject Matter Experts, and Technical Advisors from Microsoft. However, you should also be able to work independently, learn the product and make troubleshooting decisions on your own.
  This role will:
  • Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
  • Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.
  • Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
  • Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
  • Mentor junior support engineers as needed or requested by management.

• About the company

  Tek Experts delivers specialized tech support services throughout the entire customer lifecycle

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