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Intune Support Escalation Engineer
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Intune Support Escal....
drjobs Intune Support Escalation Engineer

Intune Support Escalation Engineer

drjobs 2 - 2 years
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Intune Support Escalation Engineer
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Job Description

Req ID : 1764542

Responsibilities:

  • Respond to incoming cases of client services department as backup during peak times.
  • Head problem resolutions requiring extensive analysis, troubleshooting and escalation to product development.
  • Conduct extensive troubleshooting of backend databases and identify root cause of data issues.
  • Engineer and investigate both platform and product issues.
  • Respond and analyze complex inquiries of technical and functional nature not in routine and require deviation from standard procedures.
  • Direct clients through issue resolution including customer meetings, status reports and updates.
  • Identify, propose and enforce escalation process improvements.
  • Adapt response and extensive research as per customer response.
  • Record all customer contacts and activities in CRM system.
  • Update and manage current working knowledge of IPRO Tech Inc. products and technology.
  • Conduct software testing for performance, configuration and functions.
  • Identify, analyze and write problems with program function, output, online screen and content.
  • Develop software defect reports and maintain logged defects in respective database.
  • Provide contributions to central escalation knowledgebase.
  • Identify support tools gaps, enhance needs and propose solutions.

Company Industry

IT - Software Services

Department / Functional Area

Engineering

Key Skills

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