Microsoft Technical Support Engineer

My experience as a Microsoft Technical Support Engineer requires me to: Provide technical support to commercial and enterprise clients, with a focus on Microsoft Teams, Exchange Online, Identity and Access management, OneDrive for Business, Security and Compliance. Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot and resolve their needs. Apply technical knowledge relevant to the solution using technical documentation and guidance from team members, technical leads, and subject matter experts to research and identify appropriate remediation steps. Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes. Refer to technical guidance to identify areas requiring expertise on different modules of a solution to resolve cases. Escalate complex cases to higher-level technical support as needed. I am a customer-centred individual who takes initiative and exceeds expectations. I have passion for solving complex technical issues, I am positive, adaptable, organized, creative, resourceful, curious, analytical, and a good team player.