Intune Support Engineer

Company Description

We are passionate about what technology can do. We want to continually improve our service, people and technology. We are proud that our customers benefit from our knowledge and experience. We are Claranet and if you share our beliefs, we are looking for you! Because we aspire to do more and better, we are looking for an Intune Support Engineer

Job Description

• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
• Identify cases that require escalation (either technically or strategically)
• Create and maintain incident management requests to product group/engineering group
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience.
• Provide ramp activities, knowledge sharing, technical coaching and mentoring.
• Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific.

Qualifications

• Acts as a secondary response for technical support.
• Provides for complex products, including escalated issues, mainly to end users, along with developers and corporate customers.
• Provides support via telephone, written correspondence, and electronic media. Works independently with limited supervision.
• May provide technical training, coaching and mentoring to other engineers.
•  May act as substantial technical resource in certain product areas.
• Skills: 2-3 years related experience required.
• Solid understanding of standard computer science concepts required.
• Knowledge of personal computers, relevant operating systems, applications, and/or languages required.
• Knowledge of personal computer architecture and networking required. Solid understanding of technical support issues required.
• Must have sufficient technical depth to communicate with development and other internal organizations at a peer level.
• Strong communication, problem solving, and technical writing skills; excellent customer service and support skills required.
• Programming and debugging skills preferred.
• Associates degree in a technical field preferred, or an equivalent combination of education and experience required.
• Expertise in Microsoft Sharepoint and Active Directory required; SQL Server and IIS are a plus.

Additional Information

English Language: fluent in reading, writing and speaking. 

Spanish, Portuguese and/or French is a plus.

Local: Lisboa