Senior Technical Support Engineer

22 hours ago

Cebu City, Central Visayas, Philippines Virtual Business Partners Full time
Description

Lead the resolution of complex technical issues and provide expert support across VBP's enterprise systems.

The Senior Technical Support Engineer at VBP represents the pinnacle of technical expertise within VBP's Support Services organization. As a subject matter expert and technical leader, you will drive complex problem resolution while shaping the future of Microsoft's support organization through mentorship, process improvement, and strategic customer engagement.

Key Responsibilities

  • Technical Leadership & Problem Resolution: Handle complex issues in enterprise cloud ecosystems (Azure, Microsoft 365, Dynamics 365, Power Platform), conduct root cause analysis, and develop troubleshooting methodologies. Act as the incident commander during high-severity outages impacting mission-critical operations.
  • Leadership & Mentoring: Lead & mentor level 1-3 support engineers, deliver training, and establish best practices for quality control & standards.
  • Strategic Customer Engagement: Manage top-tier enterprise accounts, provide technical advisory services, and lead the resolution of escalations requiring executive-level involvement.
  • Process Improvement: Optimise support processes, provide product feedback, and develop automation tools & diagnostic utilities.

Qualifications

  • Bachelor's degree in Computer Science, Information Technology, Software Engineering, or equivalent technical field.
  • 7+ years of enterprise technical support experience, 4+ years in advanced support, and 2+ years of leadership/mentoring experience.
  • Proficiency in Microsoft Azure, Microsoft 365, hybrid cloud architectures, scripting (PowerShell, Azure CLI), network troubleshooting, and security frameworks.
  • Core certifications include:
  • MS Certified: Azure Solutions Architect Expert (AZ-305)
  • MS 365 Certified: Administrator Expert (MS-102)
  • MS Certified: Azure Administrator Associate (AZ-104).
  • Additional certifications are highly recommended:
  • MS Certified: Azure Security Engineer Associate (AZ-500)
  • MS Certified: DevOps Engineer Expert (AZ-400)
  • MS 365: Teams Administration Associate (MS-700)
  • MS 365: Messaging Administrator Associate (MS-203)
  • MS Certified: Identity & Access Administrator Associate (SC-300)
  • MS Certified: Security Operations Analyst Associate (SC-200)
  • MS Certified: Information Protection Administrator Associate (SC-400)
  • Exceptional communication skills with the ability to present to technical and executive audiences.
  • Strategic thinking and the ability to translate technical challenges into business solutions.

Work Environment

  • Global Collaboration: Work across time zones and regions.
  • On-Call & Travel: Participation in critical incident response rotation (1 week per month), customer visits & team meetings (10-15% travel)

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