Brief
The primary function of L2 Technical Support Engineer (SharePoint) position is to provide resolution of a variety of technical issues related to the setup, maintenance, and support of ShortPoint. Duties for this position include but are not limited to the support of tickets raised by customers which required further technical support from L1 support team.
Roles & Responsibilities
- Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.
- Applies technical knowledge to analyze and uses highly technical troubleshooting techniques to debug javascript issues at customer environment and uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.
- Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.
- Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions.
- Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate.
- Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
- Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.
- Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs.
- Participating in and possibly leads conference calls with customers Knows their audience and articulate accordingly.
- Reviews technical solution articles for accuracy and completeness and give feedback to the authors.
- Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues. Works toward becoming a subject matter expert in an area(s).
- Provide support to customer/users where the product is highly technical or sophisticated in nature.
- Represents the company to the customer ensuring the customer is satisfied.
- Answers questions about installation, operation, configuration, customization, performance and usage of ShortPoint.
- Provides basic remote deployment, maintenance and consulting services.
Requirements Should have
- Excellent English Written and Verbal Communication skills
- SharePoint Server 2013, 2016 & 2019 Installation, Configuration and Troubleshooting skills
- SharePoint Online and Office 365 product suite knowledge
- Proven working experience in SharePoint Development
- JavaScript Development and troubleshooting skills
- Knowledge of SharePoint SPFx development
Good to have
- Working experience on SharePoint SPFx
- In depth understanding of JavaScript frameworks such as Grunt, jQuery, Node.js, Knockout & gulp
- Certification in relevant area