MS-Teams Advanced Support Engineer - EMEA
Madrid, Comunidad de Madrid, Spain
hace 6 días
Job Description

Working within the EMEA Service Desk, this is a ‘hands-on’ role for a motivated and professional individual.  Based in Madrid, this role demands a highly focused and committed work ethic, which supports the department by assisting with a variety of service support related requests for internal and external users. With a key focus on customer service, the Advanced Support Engineer will ensure the client(s) is updated verbally and/or electronically whilst carrying out incident investigation or request fulfillment (At Level 2 and Level 3).


  • Provide high-level customer support at 2nd line / 3rd line level to internal and external service users
  • Subject Matter Expert in MS-Teams support
  • Training and guidance to other team members and advisory to management on MS-Teams
  • Work closely with Product and Professional Service Teams to understand MS-Teams deployments and service roadmap and then to assist management in ensuring readiness to Teams Support by the service Desk
  • Technical support on our other collaboration products and services; Cisco UC (CCA, Teams, etc.), voice services, and Bluejeans collaboration tools (training will be provided)
  • Ensure effective Incident Management in line with our defined SLA commitments
  • Provide a high level of customer service on request fulfillment - Request for change and Request for Information on our supported services
  • Manage our suppliers to ensure incident resolution in line with set SLAs
  • To troubleshoot incident with the clients and to do the utmost to provide first point resolution
  • To manage the escalation process for incidents within the department, ensuring all relevant information is captured and be responsible for escalation to higher level resolver groups
  • To be confident in supporting the full range of our products and services
  • Must know and understand all common issues and be able to answer any questions concerning them or to professionally follow knowledge base/decision tree guidance on incident and request support
  • Communication regarding the status, progression and/or resolution of incidents
  • Take initiative to drive issues/problems to resolution and escalates when appropriate.
  • Look for continuous quality improvement in the processes and activities associated with this position.
  • To meet or exceed quality goals set for the position concerning customer satisfaction ratings and performance measures
  • To assist with tasks as assigned by the manager which may involve providing support to other areas of the business, as required.



  • High knowledge of Microsoft Teams (mandatory)
  • Experience in an ICT services support or customer services environment
  • Proven experience providing technical support with O365, Microsoft Teams (MS Teams), Skype for Business (SfB), or Lync 2010 to 2nd or 3rd line level
  • Understanding of voice services and technology a benefit – VoIP, SBC (CDRs, Logs), networks, etc..
  • Knowledge of end-point devices and device management (polycom, audiocode, yealink,,..)
  • Excellent communication skills
  • Excellent customer service skills
  • To be technically minded and/or express an interest in Information Technology
  • Highly organized, with strong self-motivation
  • To be proactive in assisting with issues and queries
  • Ability to work under pressure, whilst coordinating multiple tasks under tight deadlines
  • Excellent spoken and written skills


  • Any certification (or currently studying to certify) with Microsoft or Cisco Networking qualification or similar experience would be highly advantageous (but not essential)
  • Any additional language skills

Additional Information

What you will get in return

  • Great working environment 
  • Flexibility 
  • Opportunity for quick progression
  • Strong investment and scope for learning new technologies
  • Highly competitive salary 
  • Bonus
  • Good social benefits package: ticket restaurant, health insurance
  • And many more!!!
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