Senior Microsoft Engineer (Level 3)

Malaysia Permanent

Added 12/11/2020

  • Global MNC with clear career progression
  • Attractive compensation package and employee benefits (RM10,000-RM15,000)

About Our Client

Our client is an award-winning communication and leading Microsoft Partner who has been delivering Microsoft Intelligent Communication solutions to companies worldwide for nearly a decade. Backed by a comprehensive consultancy team of UC experts and in-house developed software, they have helped over 100 customers deliver the best solution for customer businesses, ensuring the adoption, usage, security and governance of systems is of paramount importance. They are currently expanding their Managed Services team which provides a range of ongoing services.

Job Description

You will be part of a team of operation engineers which could be required to work a shift pattern covering EMEA, NA and APAC time zones. The primary time zone for this role will be APAC and EMEA.

You are also required to work local public holidays and weekends as needed. There may be on-call required to cover weekends and public holidays on a rota basis, receiving payment in addition to their basic salary for this work.

Your key responsibilities will be:

  • Resolving incidents/requests from the customers service desk
  • Escalating and liaising with 3rd party vendors and end users on incident resolution as required (e.g. Microsoft, Ribbon, WSP etc.)
  • Monitoring the environment and initiating actions to resolve or mitigate any incidents
  • Conducting system administration, including commissioning new features
  • Leading Problem Ticket technical troubleshooting (e.g. providing technical Root Cause Analyst Information)
  • Engaging in the Change Management process (e.g. providing information to CAB, attending CAB etc.)
  • Ensuring SLA targets and KPI's are met
  • Understanding management requirements, collecting data, delivering analysis and identifying improvements
  • Project work to expand/modify customer support solutions

The Successful Applicant

  • Possess at least 5+ years as a Level 3 or above engineer within Microsoft Technology
  • Technical knowledge of Microsoft Teams, Microsoft O365, Microsoft Server family and wider Microsoft product stack and technologies that are peripheral to Unified Communications
  • Competent in leading troubleshooting activities and approachability as a go-to person
  • Working knowledge of networking and other technologies required to support the wider Microsoft stack
  • Ability to work as part of a team across time zones and share information and lessons learnt with the wider Modality technical team

What's on Offer

  • Global MNC with clear career progression
  • Attractive compensation package and employee benefits (RM10,000-RM15,000)
  • Top Tech: Best-of-breed software and hardware provided
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