Premier Support Engineer – Nights/Weekends

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Support clients in the deployment, operation, and troubleshooting of Microsoft technologies.

• Resolve intricate technical challenges and ensure client success.

• Manage support tickets ranging from fundamental to advanced levels and actively work towards resolutions.

• Monitor performance metrics and uphold a high level of client satisfaction.

• Collaborate with Premier Support Engineers and Escalation Engineers to resolve tickets and exchange best practices.

• Provide data and insights to enhance service delivery.

• Address break/fix tickets leveraging Microsoft technology expertise.

• Identify and troubleshoot issues, document the resolution process, and keep clients updated.

• Develop and maintain technical documentation and Knowledge Base articles.

• Analyze ticket trends and suggest modifications to mitigate recurring issues.

• Ensure proactive communication with clients and monitor their systems.

• Advocate for client requirements and deliver strategic solutions.

• Encourage and assist in the usage of AI tools.

• Convey technical challenges to both technical and non-technical audiences.

• Share new knowledge through training and mentoring initiatives.

⛳️ Requirements

• Over 4 years of experience with Microsoft technologies.

• More than 3 years of experience working with Windows Server.

• In-depth knowledge of Active Directory/Azure AD and DNS.

• Proven technical writing abilities.

• A consistent track record of excelling in a virtual work environment.

• Must be a US Citizen due to contractual requirements.

• Availability to work the scheduled shifts in CST: Thursday and Friday from 12:00 AM to 9:00 AM; Saturday and Sunday from 7:00 PM to 7:00 AM.

🏝️ Benefits

• Flexible remote work arrangement.

• Opportunities to obtain relevant certifications.

• Access to training and mentoring programs.

• Opportunities for professional growth.