Location: Troy, MI This position is located within the Support Department of 365 Retail Markets, and reports to the Support Supervisor. You will play a key role in ensuring that our clients receive a consistent and exceptionally positive experience at all times. Your primary role will focus on maintaining uninterrupted, optimal performance of the 365 product suite at all times across a diverse installation base. You should enjoy tackling unobvious problems, working with time-sensitive clients of varying technical expertise, and in implementing systemic solutions that ensure localized issues are not repeated. Responsibilities - Provide technical system and user support by responding to calls and email requests for technical support in a timely manner - Diligently manage client cases within Zendesk, and communicate any perceived delays to management immediately upon identification - Document, track, and monitor problems to ensure a timely resolution and appropriate follow-up with clients - Assess issues and escalate, if needed, to higher levels of client support - Resolve technical problems, detect patterns of issues, and communicate via the defined escalation path (including services leadership) regarding persistent issues - Assist other department employees in troubleshooting difficult or time-sensitive problems - Configure client equipment both locally and remotely - Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications - Contribute to continuous improvement of the client experience by providing suggestions for the betterment of technical practices - Workweek includes Saturday & Sunday shift in schedule, with 2 days off during the weekdays - Other duties as assigned by Supervisor Requirements - 1-2 years experience handling high-end clients with the ability to demonstrate proper service recovery steps or a commensurate combination of education, certifications, and experience - Proficient with Ubuntu or other Linux distribution highly desired - Solid understanding of mobile environments including Android and iOS, including development and logging tools - Solid understanding of Windows 10 environment including device drivers, event viewer, and error reporting - Experience working with advanced software issues that require root cause analysis - Experience maintaining small networks. Network+ a bonus, but not necessary - Exposure to SQL commands a bonus - Able to work independently and efficiently to meet deadlines - Able to promptly answer support related email, phone calls and other electronic communications - Self-motivated, detail-oriented and organized - Ability to learn new technologies quickly and deal with ambiguity - Proficient in Internet related applications such as email clients, FTP clients and web browsers - Proficient in the entire Microsoft Office suite (Word, Excel, Outlook, PowerPoint) - Excellent communication (oral and written), interpersonal, organizational, and presentation skills using appropriate vocabulary and grammar to obtain and convey information