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Service Engineering Lead

Reston, VA · Information Technology
Service Engineering Lead/Customer Experience Team (CXP)             
TS/SCI with Polygraph Required!

Debug and diagnose platform or service outages for individual tenants on either the Azure or Office 365 services. Skills should include blending outstanding customer support capabilities with problem-solving, troubleshooting , and debugging expertise.

Mid shift, Night, or WE shift:
Day                                                    8am-5pm
Weekend Day             Sat / Sun          8:00 am - 8:00 pm
Weekend Night           Sat / Sun          8:00 pm - 8:00 am

Expected functions include:
  • Diagnose and mitigate platform faults for individual tenants or users.
  • Troubleshoot client-side issues/experiences for Office products where issue may be with service or protocols from Office platform.
  • Draft and share root cause analysis for Customer Reported Incidents (CRIs), including on-going metrics identifying repeat drivers or trends.
  • Create positive outcomes for Microsoft partners and customers in critical outage situations.
  • Analyze common faults and drive critical fixes that bring stability and/or reduce incident volume to the platform and customers.
  • Identify and drive technical and procedural improvement across support.
  • Identify customer dissatisfaction in real-time and handle the situation with professional and data driven conflict management including escalating to Microsoft to assist or assume ownership.
  • Evaluate support needs and prepare to support new and/or updated features across the suite of services.

Can apply to https://flashtg.com/flash-technology-careers
or send resume to dmagruder@flashtg.com.

Some of the benefits offered to Flash employees include:

401(k) with 6% company match - VESTS IMMEDIATELY
Medical Insurance (with HSA and HRA options)
Dental Insurance
Vision Insurance
Life and Disability Insurance
Complimentary AURA Identity Theft Protection
Tuition Reimbursement (can be used for professional licenses and certificates)
Paid Time Off (Vacation, Sick, and Holiday time)
Referral bonuses
And more!

 

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