Rockefeller Philanthropy Advisors is hiring a Technical Support Engineer to provide expert technical support to small and medium business customers utilizing cloud-based Microsoft technologies. In this remote role, you will troubleshoot, resolve, and escalate technical issues while ensuring a high standard of customer satisfaction.
What You'll Do
- Provide technical support for Microsoft 365 services, including Exchange, Teams, and SharePoint, to business customers.
- Handle escalation calls and resolve tickets according to SLA requirements.
- Take ownership of customer issues and follow them through to resolution.
- Research, diagnose, troubleshoot, and identify solutions for system and cloud-related issues.
- Follow standard procedures for proper escalation of unresolved issues to internal teams.
- Prioritize and manage multiple open issues simultaneously, ensuring timely resolution.
- Collaborate with cross-functional teams to improve support processes and customer experience.
What We're Looking For
- Freshers or candidates with prior exposure to Microsoft 365 or Microsoft support processes.
- Excellent written and verbal communication skills.
- Willingness to work in 24/7 shift schedules.
- Own a laptop with Windows 10/11, TPM 2.0, minimum 16 GB RAM, and fast internet (50 Mbps or higher).
- Strong analytical and problem-solving skills, with the ability to guide customers step by step.
Nice to Have
- Familiarity with cloud technologies (Microsoft 365, Azure) is highly desirable.
Technical Stack
- Microsoft 365
- Azure
- Exchange
- Teams
- SharePoint
Team & Environment
You will work with cross-functional teams in a collaborative global support environment.
Benefits & Compensation
- Opportunity to work with a leading global software partner.
- Hands-on experience with Microsoft Cloud Technologies.
- Remote work flexibility with a structured shift schedule.
- Exposure to global support processes and cutting-edge AI tools.
- Professional growth and learning opportunities in technical support and cloud services.
Work Mode
This is a fully remote position for candidates based in India, operating on a global 24/7 shift schedule.
