The L2 Support Ambassador (Sr. Support Ambassador II) will act as primary technical contact to deliver advanced troubleshooting and problem-solving solutions for M365 workloads that are under their domain of expertise.
As domain experts he / she will provide guidance internally on next steps that can be taken before a case gets escalated to MSFT Engineering.
Be the customer advocate of best practices for their own domain expertise and develop labs, training modules and improve processes to reduce escalation gaps.
Key Responsibilities :
Act as the technical contact and internal consultant to deliver custom solutions for customers including issues escalated to the highest level of management
Takes ownership on all CFL (critical functionality loss) escalations and drive end to end resolution while working with Product groups round the clock.
Responsible for delivering mentorship sessions to Sr. Support Ambassador I in form of technical reviews and peer to peer assistance on escalated cases.
Collaborate on cross-team and cross product technical issues by working with internal Next Team, Product groups and Inter-partner Next Team as needed to resolve customer problems.
Collaborate with Escalation manager when additional support is needed.
Manage critical issues and taking ownership when needed to set customer expectations, devise and implement action plans and professionally communicate to all parties involved on high-profile escalations.
Work closely with Training coordinators to update training content. Hold Tech session talks with New hires to share best practice on their field of expertise.
Identify priorities when the need arises for critical case escalations and work with customers both internal and external for action plans.
Develop and improve escalation processes around field of expertise to reduce escalation gaps.
Analyze new product releases to update the program of new content related to field of expertise to keep the program ahead and enabled when supporting M365 customers.
Follow the documented escalation processes and procedures to the Microsoft Engineering team.
Act as the Technical Mentors to ambassadors assuming all escalation requests as required or when ambassadors have completely exhausted all t / shooting means possible.
Develop labs for the program or update existing labs to promote reproduction best practice across the program.
Ensure all policies and standards, as they are introduced, are always adhered to.
Experience & Technical Skills
Microsoft Office 365 / EMS / Windows 10 technical competency : possess a in depth knowledge of Office 365 services and architecture including other cloud products
Hands-on implementation, configuration and support experience with Windows / Office on desktop, Active Directory & DNS, Exchange and SharePoint
Advanced skills in PowerShell, Active Directory, Web Services, troubleshooting and driving adoption across collaborative workloads in O365 like Teams, SharePoint and Yammer.
Cloud competency : broad view of Cloud services and products. Understanding the industry transformation towards "cloud only" services.
Strong troubleshooting skills across multiple planforms and systems
Customer and Partner Focus : proven experience driving positive business impact based on a deep understanding of customer and partner needs.
Strong communication skills to effectively drive recommendations and land priorities across customers, partners, senior executives and across organizational boundaries
Ability to build a strong relationship with customers and partners and become a trusted advisor
Collaboration : able to work in a multi-cultural environment and to adapt to the customer's needs.
Tertiary education in IT, business or related discipline would be advantageous.
Professional Training and Certification
Any Microsoft certifications or further training are desirable
ITIL V3 certification would be advantageous